Senior Manager, Client Technical Support (Remote - US) at Jobgether

, , United States -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Leadership, Client Relationships, Process Improvement, Analytical Skills, Problem-Solving, Project Management, Communication Skills, SaaS, Cloud Technologies, Support Platforms, Customer Service, Operational Excellence, Team Performance, ITIL, Healthcare Data

Industry

Internet Marketplace Platforms

Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Client Technical Support in the United States. As Senior Manager, Client Technical Support, you will lead and inspire a global team of technical account and incident managers to deliver outstanding customer service and ensure optimal client production environments. You will oversee technical support operations, manage escalations, drive process improvements, and foster strong client relationships. This role combines strategic leadership with hands-on technical expertise, empowering you to influence product adoption, enhance client satisfaction, and drive retention. You will work cross-functionally with product, engineering, and client solutions teams, translating complex technical issues into actionable solutions. Success in this role requires a client-centric mindset, a passion for operational excellence, and the ability to lead teams in a fast-paced, dynamic environment. Accountabilities In this role, you will: Lead, mentor, and develop a global team of Technical Account Managers (TAMs) and Incident Managers to ensure clients’ production environments operate efficiently and within SLAs. Oversee daily client support operations, managing escalations and ensuring timely resolution of complex technical issues. Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to resolve production issues, improve product quality, and influence roadmaps based on client feedback. Guide clients through technical implementations, integrations, and optimization efforts, including coordination of User Acceptance Testing (UAT). Develop, refine, and standardize support processes, playbooks, KPIs, and self-service resources, leveraging tools including GenAI for automation. Monitor support metrics, draft Root Cause Analyses (RCA), and drive continuous improvement initiatives to enhance client experience and satisfaction. Build and maintain strong client relationships, acting as a trusted advisor and advocate for customer needs. Candidates should have: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). 5+ years of technical support experience, including at least 2 years in a leadership role. Experience in SaaS, cloud technologies, or enterprise software environments. Strong analytical, problem-solving, and project management skills. Excellent verbal and written communication abilities, with the capacity to translate complex technical concepts for clients. Proven ability to manage multiple priorities under pressure while maintaining high attention to detail. Proficiency with support platforms and tools (e.g., Jira, Zoho Desk). Experience building trust and delivering exceptional customer service in cross-functional environments. Ability to travel up to 5% of the time and occasionally work off-hours or weekends. Preferred Qualifications: ITIL Foundation Certification or equivalent understanding of IT service management best practices. Familiarity with healthcare data, payer systems, or complex enterprise solutions. Experience driving team performance, process improvements, and operational excellence at scale. This role offers: Competitive compensation with performance-based incentives. Remote-first flexibility with potential for occasional onsite collaboration. Comprehensive medical, dental, and vision coverage for employees and dependents. Paid time off and parental leave policies. Career growth and professional development opportunities. Access to cutting-edge tools and technology to enhance productivity. Inclusive, diverse, and collaborative work culture. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1

Responsibilities

Lead and mentor a global team of Technical Account Managers and Incident Managers to ensure efficient client production environments. Oversee technical support operations, manage escalations, and drive process improvements while fostering strong client relationships.