Senior Manager Customer Support

Precisely is the leader in data integrity, empowering businesses to make confident decisions based on trusted data. The Senior Manager Customer Support will lead a global team to deliver exceptional support for B2B Integration products, focusing on operational excellence and AI-enabled innovation.

Responsibilities:

• Lead, Coach, and develop a high performing technical support team in a 24x7 global environment
• Drive operational excellence across case management, escalations, and service delivery
• Build a strong team culture focused on service excellence, ownership, and accountability
• Oversee day-to-day support operations, including shift coverage, workload balancing, and escalation management
• Ensure consistent execution of global support processes, including case management, follow-the-sun coverage, and KCS
• Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels
• Lead critical customer escalations, coordinating with engineering (L3), product, and leadership as needed
• Partner with cross-functional teams to introduce AI-powered support capabilities, including GenAI assistants, chatbots, and workflow automation
• Use AI-driven analytics and customer sentiment insights to identify trends, mitigate risk, and improve customer outcomes
• Act as a customer advocate, building strong relationships and leading critical escalations
• Champion responsible AI adoption, ensuring solutions are secure, scalable, and aligned with customer experience goals
• Actively engage with customers to build trusted relationships, gather voice-of-customer feedback, and improve supportability
• Collaborate with Engineering, Product Management, Sales, and other stakeholders to resolve systemic issues and influence product improvements
• Participate in readiness planning for new releases, support model changes, and product introductions
• Track and analyze operational KPIs, CSAT, and efficiency metrics using dashboards and reporting tools (e.g., Salesforce)
• Present insights through operational reviews and leadership updates
• Recommend and implement workflow, platform, and tooling improvements to enhance customer experience and operational scalability

Requirements:

• Bachelor's degree in computer science, Engineering, or a related field (or equivalent experience)
• 10+ years of experience in enterprise technical/customer support, including people leadership
• Proven ability to lead and scale high-performing technical teams in a global support environment
• Strong operational acumen across resource planning, process consistency, and escalation management
• Excellent communication, problem-solving, and stakeholder management skills
• Experience supporting business-critical software products
• Must demonstrate the use of a variety of AI tooling to solve problems, including creating agents in Copilot and/or other tools
• Experience with B2B Integrator is a plus
• Working knowledge of Windows, Linux/UNIX environments
• Familiarity with networking, security concepts, and enterprise integration technologies
• Exposure to cloud platforms (Azure, AWS, GCP)
• Knowledge of SQL and relational databases