Enterprise Support, Sr. Manager

Role Overview:

• Lead, coach, and develop the Enterprise Support team, including Technical Account Managers and Support Engineers.
• Own service delivery for the assigned enterprise client, ensuring consistent, high-quality execution.
• Maintain a holistic view of the account, identifying recurring patterns, operational gaps, and systemic risks.

Operational Excellence:

• Drive operational excellence by establishing and continuously improving processes for incident management, escalations, and technical governance.
• Oversee technical engagement and account governance, ensuring effective TAM performance and service reporting.
• Define and evolve the Enterprise Support operating model, including runbooks, RACI frameworks, and service documentation.

Technology and Innovation:

• Drive the adoption of AI, automation, and modern tooling to improve support efficiency and streamline workflows.
• Use service delivery and incident data to identify opportunities to improve platform stability and reduce recurring incidents.
• Collaborate with Engineering, Product, and Customer Success teams to resolve complex issues and improve platform performance.