Sr. Manager, Premium Support

Who we seek:

We seek a strategic, customer-focused Senior Manager to lead our Premium Support Team, which delivers high-touch, personalized support for our most strategic customers. This global team of engineers works closely with assigned accounts, providing proactive, consistent, and expert support on all customer issues, ensuring a superior support experience across all time zones. The Sr. Manager will play a key role in building and nurturing strong customer relationships, driving team performance, and optimizing support strategies to meet and exceed customer expectations. Our ideal candidate has hands-on experience leading a Premium Support team and excels in mentoring, motivating, and driving team performance. They are passionate about fostering team growth to support an expanding customer base and ensuring exceptional service for our most strategic accounts.

What you’ll do:

Team Leadership & Management:

• Lead and mentor a team of dedicated Premium Support Engineers, ensuring high performance, engagement, and professional growth.
• Foster a collaborative, customer-centric culture within the team, ensuring alignment with company values and customer success objectives.
• Ensure the team provides comprehensive, responsive support across all time zones, maintaining the highest standards of quality and timeliness.

Customer Success & Relationship Management:

• Serve as the primary escalation point for Premium Support issues, working to resolve complex, high-stakes challenges and ensure customer satisfaction.
• Build and maintain trusted relationships with strategic customers, providing executive-level insights, updates, and proactive support planning.
• Actively partner with Account Management, Customer Success, and Sales to ensure that support efforts align with broader account strategies and customer goals.

Operational Excellence & Continuous Improvement:

• Develop, track, and analyze KPIs and metrics to monitor support effectiveness, identify areas for improvement, and drive accountability.
• Implement best practices in support workflows, case management, and incident resolution to enhance customer experience and team efficiency.
• Collaborate with cross-functional teams (Product, Engineering, Services, and Customer Success) to ensure effective knowledge sharing and swift issue resolution.

Strategic Planning & Execution:

• Create and execute strategic plans to scale and optimize the Premium Support model, enabling effective global support coverage.
• Identify and implement tools, resources, and training needed to continuously elevate the team’s technical skills and customer engagement capabilities.
• Keep up with industry trends and customer feedback to proactively evolve the Premium Support offering, ensuring alignment with the needs of our most strategic customers.

What you’ll bring:

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) or equivalent experience.
• 7+ years in a customer support or technical support role, with at least 3 years in a people management role.
• Experience managing support for enterprise-level, strategic accounts, with a deep understanding of customer success and relationship management.
• Proven success in managing global teams, with an emphasis on alignment across time zones and collaboration.
• Excellent communication skills with a customer-first mindset, capable of engaging effectively with executive-level stakeholders.
• Strong analytical skills with a track record of using data to drive decision-making and process improvements.
• Proficiency in support software and platforms (e.g., Salesforce, Zendesk) and familiarity with CRM and case management best practices.

Our Values: 

We look for people who embody our values - Care, Do,Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission to always stand out

The annual base salary range is $160,000 – $190,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

BigBenefits: 

💻 Work from home with a global remote-first community

 Global Culture Corner

 Flexible PTO and Quarterly Volunteer Days

💸  Equity Participation

 100% employer-covered medical, dental, and vision options available to you

🐶 Additional insurance benefits like pet insurance and legal assistance 

📚 Learning & Development Opportunities 

 Fidelity Employer Sponsored 401K 

 Robust DEI Program with several vibrant ERG communities

 Paid Parental Leave

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