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Tessera Data · 5 hours ago

Senior Manager, Enterprise & Strategic Support

Nashville Metro

Full-time

Hybrid

Senior Level

$146K/yr - $182K/yr

5+ years exp

Tessera Data is a company focused on building a data platform for safe and fair decisions. The Senior Manager, Enterprise Support will own the support experience for enterprise customers, drive exceptional service delivery, and build scalable support programs while collaborating with cross-functional teams to enhance customer satisfaction.

Data StorageDatabaseInformation TechnologyRisk Management

Responsibilities

Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers

Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication

Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts

Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs

Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs

Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements

Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance

Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery

Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect

Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery

Qualification

Enterprise B2B SaaS experienceEscalation managementOperational excellenceCross-functional leadershipTechnical acumenCustomer retentionChange agentSystems thinkingCommunication skills

Required

5+ years of experience in customer support leadership roles, with at least 3 years focused on enterprise B2B customers

Direct management experience leading teams of 10-20+ support professionals in high-growth environments

Enterprise support expertise: Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models

Escalation management: Proven track record of successfully managing high-stakes customer escalations and executive-level communications

Required: Enterprise B2B SaaS experience with complex, technical products

Cross-functional leadership: Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams

Operational excellence: Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance

Systems thinking: Experience building support processes, playbooks, and systems that scale with growth

Technical acumen: Comfortable supporting technical products and working with engineering teams to resolve complex issues

Communication skills: Exceptional written and verbal communication, with ability to interact confidently with C-level executives and enterprise stakeholders

Change agent: Track record of driving continuous improvement and implementing new programs or technologies (including AI tools) in support environments