Sr. Manager, Strategic Account Support

The Sr. Manager, Support Team is a senior leadership role responsible for managing a high-performing team of ERP support engineers, ensuring the delivery of exceptional customer experiences and operational excellence. This role is focused on fostering a customer-centric culture, driving team performance, and developing strategies to resolve complex customer challenges efficiently and effectively.

The Sr. Manager oversees team operations, including case management, escalation handling, and process improvement initiatives. They act as a key liaison between the support team and cross-functional departments such as Product Management, Engineering, and Sales to ensure alignment on issue resolution and customer satisfaction goals.

This role also involves resource planning, performance tracking, and driving initiatives to enhance support workflows and team capabilities. By proactively addressing recurring issues and identifying opportunities for continuous improvement, the Sr. Manager plays a critical role in shaping the support organization s success and its alignment with business objectives.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

Responsibilities:

Leadership and Team Management

Escalation Management

Operational Excellence and Process Optimization

Performance Tracking and Reporting

Resource and Capacity Management

Collaboration and Cross-Functional Engagement

Customer-Centric Focus

Customer-Centric Operations

Education

Experience:

Technical Skills:

Soft Skills: