Manager, Premium Support

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Oversee, guide, and mentor a team of Technical Account Engineers.

• Advocate for the Premium mindset, culture, values, and principles with both internal and external stakeholders.

• Cultivate relationships across Sales, Customer Success, Professional Services, and senior leadership.

• Ensure the training and delivery of Premium deliverables surpassing customer expectations.

• Assist in the escalation of complex, elevated, and urgent account tickets.

• Serve as a technical escalation point for intricate customer scenarios.

• Mentor team members through monthly and semiannual Performance and Development reviews.

• Formulate strategies to meet both team and individual performance objectives.

• Maintain metrics to evaluate team effectiveness and promote continuous improvement.

• Oversee the recruitment, onboarding, and training processes for new team members.

• Collaborate with Sales and Renewals to mitigate churn, uncover expansion opportunities, and communicate the value of Premium Support.

• Analyze customer data and trends to identify upsell, renewal, and account expansion prospects.

• Work alongside Sales and Customer Success on quoting for new and renewal Premium business.

• Contribute to the development and implementation of the Premium Support model.

• Promote education and enablement efforts across Sales, Customer Success, and Collibra.

• Stay updated on product features, industry trends, and emerging technologies.

• Build relationships and evaluate team performance during the initial month.

• Coach the team and pinpoint efficiencies and improvements in customer outcomes during the second month.

• Propel performance, retention, expansion, and program-direction initiatives by the third month.

⛳️ Requirements

• Demonstrated experience in a leadership role within technical support.

• Preferred experience leading a Premium, Premier, or Signature Service support model.

• Comprehensive understanding of complex technical concepts.

• Ability to articulate technical concepts in an accessible manner for non-technical audiences.

• Strong grasp of customer relationship management principles and best practices.

• Exceptional coaching and mentoring abilities with a focus on professional development.

• Experience in building and managing high-performing teams in a dynamic enterprise SaaS environment.

• Capacity to prioritize and adapt tasks, manage multiple deadlines, and take independent action.

• Proven proficiency with AI tools such as Claude, Gemini, ChatGPT, or Copilot to address business challenges, achieve measurable outcomes, or enhance workflows.

• Bachelor's degree or equivalent related work experience is required.

• Not eligible for visa sponsorship.

🏝️ Benefits

• Competitive total rewards package

• Bonus potential

• Equity for eligible roles

• Flex Fund monthly stipend

• Pension/401k plans

• Health coverage

• Time off

• Flexible benefits offerings supporting employees and their loved ones

• Diversity, equity, and inclusion initiatives

• Equal opportunity workplace

• Applicant accommodations support