Apply on Employer Site

Precisely · 1 day ago

Senior Manager Customer Support

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

Precisely is the leader in data integrity, empowering businesses to make confident decisions based on trusted data. The Senior Manager of Customer Support will lead a technical support team, ensuring high-quality support for Precisely products while managing customer escalations and improving service delivery based on feedback.

Big DataCloud Data ServicesData IntegrationData Management

H1B Sponsor Likely

Hiring Manager

Daniel Rosenman

Responsibilities

Manage a technical support team to provide best in class support for Precisely products

Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues

Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption

Use technology to improve efficiency as appropriate to manage the team and individual performance, technical and skills development

Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together

Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow

Builds high performing teams by attracting, developing and retaining talent. Foster career growth and development for team members with active coaching and feedback

Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services

Lead customer escalations and coordination to resolve issues for critical accounts, including senior management as required

Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and CSAT scores

Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support

Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations

Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources

May participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes

Interact with all teams and levels of leadership across Precisely and clients as needed

Qualification

Technical support managementCrisis managementTeam leadershipCustomer relationship managementPerformance analysisTime managementCritical thinkingCreative problem-solvingInterpersonal communicationCollaborationFeedback utilization

Required

At least 10 years of experience in software technical support, ideally with a minimum of 5 years successfully leading an Enterprise technical support team

Passion for helping customers and team members succeed

Time management, critical thinking, and creative problem-solving skills

Proven team leadership and/or crisis management, in a technical support environment

Exceptional verbal, written and interpersonal communication skills

Ability to collaborate with R&D, Product Management, Channel, Renewals and other internal teams

Affinity for multitasking with precision

Constant communication with your team, as a group, and individually

Capacity to accept and utilize constructive feedback

Ability to grow and develop your team through continuous support and training

Alignment with our company's values

Company

Precisely

Glassdoor4.1

Precisely is a data integrity company that specializes in data integration, data quality, and location intelligence.

Founded in 1968

Burlington, Massachusetts, USA

1001-5000 employees

https://www.precisely.com

H1B Sponsorship

Precisely has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (2)

2023 (6)