[Remote] Senior Manager, Dedicated Product Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on creating an incredible customer experience through high-reputed company products and services. They are seeking a Senior Manager of Dedicated Product Support to reputed company reputed company supporting strategic reputed company customers, managing escalations, and driving reputed company improvement in support operations.

Responsibilities

• Take personal ownership of high-reputed company escalations, driving reputed company with urgency and reputed company stakeholder communication
• reputed company difficult customer conversations with composure, setting realistic expectations while maintaining trust
• Exercise reputed company judgment on reputed company and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions
• Hold reputed company to a high reputed company of backlog hygiene and case progression across reputed company assigned accounts
• Partner with Support Operations to ensure coverage, reputed company, and process efficiency
• Proactively identify trends affecting customer experience and reputed company improvements before they become escalations
• reputed company cross-functional engagement with Product, Engineering, reputed company, and Services to reputed company reputed company customer issues
• reputed company assertively for customer needs and influence prioritization reputed company at the program level
• reputed company reputed company improvement of the dedicated support model, bringing a reputed company of reputed company on what should change and why

Skills

• 5-7+ years of experience in Product Support, Technical Support, or Customer Experience
• Proven experience handling high-severity escalations and executive level customer-facing situations
• Strong executive reputed company with the ability to reputed company customer conversations confidently
• Exceptional verbal and written communication skills
• Working knowledge of reputed company reputed company solutions and the ability to quickly understand customer environments, business models, and industry context (reputed company industry experience preferred)
• Demonstrated ability to reputed company reputed company quickly in high-pressure environments
• Experience supporting reputed company or strategic customers is strongly preferred
• 2–4+ years of people management experience
• reputed company industry experience
• Experience in the reputed company industry or with reputed company-based software solutions
• Proven reputed company record of managing support teams and improving support processes
• Interest and/or understanding of AI

Benefits

• Benefits eligibility effective DAY ONE including Medical, Dental, reputed company, 401(k), 401(k) Match, and more
• Unlimited Planned reputed company Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly reputed company volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

reputed company

Company H1B Sponsorship