Senior Manager – Technical Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and guide Implementation Specialists and Senior Professional Services Consultants.

• Recruit, mentor, and retain talented team members.

• Establish objectives, manage performance, and cultivate a pipeline of future leaders.

• Address technical challenges such as integration failures and data synchronization issues.

• Mentor the team to enable independent troubleshooting.

• Drive root-cause resolutions in collaboration with Support, Product, and R&D teams.

• Manage technical onboarding, integrations, data cleansing, and project management activities.

• Forecast capacity in relation to the sales pipeline and current customer needs.

• Develop playbooks, processes, and AI-driven automation to enhance delivery speed and precision.

• Own and report on key operational metrics.

• Collaborate with Sales on project scoping and with Customer Success on expansion initiatives.

• Engage with executive stakeholders at key client organizations.

• Advocate for the customer perspective to the Product and R&D teams.

• Success metrics include time to value, project customer satisfaction (CSAT), data accuracy, integration stability, escalation resolution speed, team utilization, engagement, and retention rates.

• Report to the Senior Director of Customer Experience and collaborate with Sales, R&D, and Customer Experience teams.

⛳️ Requirements

• Proven experience in B2B SaaS companies that emphasize AI and data analytics, especially in HR, revenue, talent acquisition, and finance sectors.

• Experience in delivering services to mid-market and enterprise clients with employee counts ranging from 300 to 1,500+.

• Background in Professional Services, Implementation, Technical Customer Success, or consulting roles.

• Demonstrated experience in managing executive stakeholders.

• Proven track record in scaling client-facing technical teams.

• Experience overseeing technical teams that interact with customers.

• Strong ability to recruit and develop talent.

• Technical expertise in integrations, REST APIs, SFTP, data structures, and SaaS configurations.

• Metrics-driven mindset, with a focus on capacity planning, utilization, and key performance indicators (KPIs).

• Excellent communication skills for engaging both technical and non-technical audiences.

• Experience in a startup environment is advantageous.

• Familiarity with HRIS or compensation planning platforms is a plus.

• Knowledge of HubSpot, Planhat, Zendesk, Postman, or SQL is a bonus.

• Experience with PSA or project management tools is a bonus.

• Familiarity with leveraging AI tools to enhance service workflows is a bonus.

🏝️ Benefits

• $20k bonus based on seniority within the L5 level.

• Offers equity (as per the compensation tier summary).