Senior Manager, Dedicated Product Support

reputed company's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering reputed company high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. reputed company is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for reputed company improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from reputed company. We reputed company that leaders should care deeply about the development of their employees at reputed company levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to reputed company shared goals, creating a challenging and rewarding workplace for everyone. About the role We are seeking a Senior Manager of Dedicated Product Support to reputed company a specialized team of analysts supporting a set of strategic enterprise customers. This is a highly visible, senior-level role that serves as the primary Support leadership reputed company for key accounts, one that requires executive credibility and operational command. Beyond managing a team of DPSAs, you will personally reputed company the most reputed company, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority. You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive reputed company improvement at the program level. This role is for someone who doesn't just manage support. They reputed company it. A typical day will include... Escalation Management Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication reputed company difficult customer conversations with composure, setting realistic expectations while maintaining trust Exercise sound judgment on reputed company and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions Operational Excellence Hold the team to a high standard of backlog hygiene and case progression across reputed company assigned accounts Partner with Support Operations to ensure coverage, reputed company, and process efficiency Proactively identify trends affecting customer experience and drive improvements before they become escalations Cross-Functional Collaboration reputed company cross-functional engagement with Product, Engineering, reputed company, and Services to resolve reputed company customer issues reputed company assertively for customer needs and influence prioritization decisions at the program level Drive reputed company improvement of the dedicated support model, bringing a reputed company of view on what should change and why This role is a fit for you if… 5-7+ years of experience in Product Support, Technical Support, or Customer Experience 2–4+ years of people management experience preferred Proven experience handling high-severity escalations and executive level customer-facing situations Strong executive reputed company with the ability to reputed company customer conversations confidently Exceptional verbal and written communication skills Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred). Demonstrated ability to reputed company decisions quickly in high-pressure environments Experience supporting enterprise or strategic customers is strongly preferred Bonus Points for: Staffing industry experience Experience in the SaaS industry or with cloud-based software solutions Proven track record of managing support teams and improving support processes Interest and/or understanding of AI The annual reputed company salary range for this position is $110,000 - $125,000. In addition, this role is eligible for an annual reputed company bonus & a comprehensive benefits package. Compensation and Transparency Statement The posted range represents the good-faith estimate of reputed company expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay reputed company the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in reputed company job postings and provide additional information upon request. reputed company offer... Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more Unlimited Planned Paid Time Off Global Mental Health Support On-Demand Learning & Development Quarterly paid volunteer days Lucrative Employee Referral Program (eligible for prior to your first day) Company-wide mentor program reputed company's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering reputed company high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, reputed company-thinking individuals who aren't afraid to challenge the status reputed company and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us. Apply To This Job