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Manager, Premium Support
128 000 - 160 000$
Описание вакансии
Текст:
TL;DR
Manager, Premium Support (Enterprise SaaS): Leading and developing a team of Technical Account Engineers delivering premium technical support and customer service with an accent on coaching, operational excellence, and complex technical escalations. Focus on improving team performance, supporting retention and expansion, and using AI tools to streamline workflows and solve business challenges.
Location: Remote, East Coast USA; office locations include New York, New York and Raleigh, North Carolina. This position is not eligible for visa sponsorship.
Salary: $128,000–$160,000 per year, plus bonus potential, equity for eligible roles, a monthly Flex Fund stipend, and pension/401(k) plans.
Company
provides data intelligence software that helps large organizations connect data and insights for their users.
What you will do
- Lead, coach, and mentor Technical Account Engineers delivering premium technical support and customer service.
- Build team culture, training programs, performance goals, and operational metrics.
- Act as a technical escalation point for complex, elevated, escalated, and Hot Site customer issues.
- Partner with Sales, Customer Success, Renewals, and Professional Services on retention, renewals, upsell, and account expansion.
- Recruit, onboard, and develop new team members.
- Improve the Premium Support model through education, enablement, and continuous improvement.
Requirements
- Experience in technical support leadership; Premium, Premier, or Signature Service support experience is preferred.
- Strong knowledge of complex technical concepts and the ability to explain them to non-technical audiences.
- Experience building and managing high-performing teams in an enterprise SaaS environment.
- Strong customer relationship management, coaching, mentoring, communication, and cross-functional collaboration skills.
- Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business challenges and streamline workflows.
- A bachelor's degree or equivalent related work experience is required.
Culture & Benefits
- Remote work from the East Coast of the United States.
- Flexible benefits supporting different personal needs and life events.
- Competitive compensation, health coverage, and paid time off.
- Bonus potential, equity for eligible roles, a monthly Flex Fund stipend, and pension/401(k) plans.
- Inclusive workplace focused on belonging, diversity, equity, and inclusion.