Senior Manager of Customer Support (US)

Job Summary

The Senior Manager of Customer Success (US) is a key member of the management team, responsible for the public and internal communication channels of the Customer Support organization. The primary focus is to develop a culture of proactive communication focusing on clear messages for external customers and a collaborative approach when working internally. This important role ensures that all stakeholder teams (Sales, Development, Deployment, DevOps, Executive Management, etc.) are aligned, transcending any operational silos. This role will directly manage the Technical Service Engineers on the Customer Support team and report into Director of Customer Success to enable the delivery of top-class service. Please note that this is a remote position.

What You’ll Accomplish/ Key Responsibilities:

• Provides managerial leadership and mentorship to the Technical Support team, including recruiting and retaining top talent and creating career paths
• Owns the problem management process, including workflows and SLAs
• Provides proactive and clear technical and non-technical communication to Lumeon stakeholders and customers
• Continually reviews the service provided to end-users and customers to ensure it meets agreed upon service levels and requirements
• Provides a non-technical escalation point for Lumeon and its customers
• Owns key cases and escalates internally to facilitate complex and/or protracted investigations and/or projects
• Collaborates with Technical Support and DevOps to manage resources and deadlines to ensure prompt delivery of committed activities
• Develops and implements Technical Support and DevOps processes
• Collaborates with Operational Excellence Manager to document and maintain critical processes
• Develops and implements data-based reports on performance and activities of technical teams
• Creates Root Cause Analysis (RCA) reports and Incident Reports to Lumeon and its customers

Requirements

• 5-7 years in a management role in a technical environment (software) required
• Must be driven, proactive, and able to lead an organization through change
• Excellent verbal communication and written communication skills are a must
• Must have strong interpersonal skills and be comfortable managing direct reports remotely across diverse geographies
• Must exhibit a high level of openness, integrity, and business ethics
• Strong organizational skills and attention to detail is required

Benefits

• Healthcare plans
  • Company contribution rate: 80% for employee only or family plan
  • Monthly medical waiver allowance for those who opt out of our medical plan
• Work where it works for you
• Manager support for well-being
• Flexible PTO policy, plus 5 sick days
• Pre-tax commuting options
• 401(k) with 5% match
• Parental leave
  • 10 weeks of paid leave to recover from childbirth
  • 2 weeks of paid parental leave to bond with a new baby
• Life and AD&D insurance
• Employee assistance program
• Flexible Spending Account

Voluntary

• Supplemental life and AD&D insurance
• Legal assistance
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance

Working Culture

• Working culture based on trust and collaboration.