Senior Manager

About the Role: 

We are seeking a highly motivated and experienced Senior Manager, Client Technical Support to lead a team of technical account managers in driving product adoption, customer support, customer satisfaction, long-term retention, and delivering exceptional service to our clients.  This role also manages a team of incident managers responsible for managing high severity production outages.  This role is responsible for ensuring client’s production environment operates at optimum levels, timely resolution of technical issues, driving customer satisfaction, and continuously improving support processes and team performance.  This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions.  A successful candidate has experience and practical knowledge to support clients in the following areas:

• Leading and managing a technical support team for external customers. 
• Healthcare data and software for payers, PBMs, or third-party administrators.
• Technical support and triage of complex technical problems experienced by the client.
• Managing product performance against a set of client SLAs.
• Managing and coordinating UAT (User Acceptance Testing).
• Promoting a product’s capabilities based on the customer’s needs.
• Organization and project management skills.
• Managing client relationships and coordinating deliverables.

Responsibilities:

Team Leadership & Development

• Lead and mentor a global team of Technical Account Managers (TAMs) that are responsible for ensuring the client’s production environment operates optimally and within client SLAs.
• Lead and mentor a global team of Incident Managers responsible for managing a client’s production issues to resolution following a defined incident management process.
• Set performance goals, conduct regular reviews, and support career development.
• Foster a culture of customer advocacy, technical excellence, and continuous improvement.

Client Support Operations

• Oversee daily operations of the client technical support team, ensuring SLAs and KPIs are met, and production issues are resolved.
• Manage escalations and ensure prompt resolution of complex technical issues.
• Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues.
• Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality.
• Draft, review and publish RCA (Root Cause Analysis), including performing 5 Whys analysis and identifying a defect elimination plan.

Technical Enablement

• Guide clients through technical implementations, integrations, and optimization.
• Management and coordination of client UAT.
• Translate complex technical concepts into actionable insights for clients.
• Collaborate with product and engineering teams to influence roadmap based on client feedback.

Process Improvement

• Develop and refine customer success processes, playbooks, and KPIs.
• Identify and implement improvements in support workflows, tools, and documentation.
• Drive standardization and automation by leveraging tools, including GenAI.
• Develop and maintain knowledge base articles and self-service resources.
• Monitor support metrics and generate reports to inform strategic decisions.
• Drive cross-functional initiatives to improve customer experience and product value.

Customer Engagement, Success & Advocacy

• Develop trustworthy client relationships, resulting in referenceable clients.  
• Ensure customers achieve their business goals through effective use of our products and solutions.
• Manage escalations and coordinate with support and engineering teams to resolve issues.
• Act as a voice of the customer within the organization.
• Ensure client feedback is captured and communicated to relevant teams.
• Drive initiatives to enhance client experience and retention.

Expected behaviors of a Senior Manager, Client Technical Support include:

Client-Centric Mindset

• Actively listen to client needs and goals.

• Anticipate challenges and proactively offer solutions.
• Advocate for the client internally while balancing business priorities. Proactively escalate issues to ensure they are gettingappropriate attention.

Outcome-Oriented Execution

• Focus on delivering measurable value and outcomes.
• Track KPIs / success metrics aligned with client objectives.
• Follow through on commitments with urgency and accountability.

Relationship Building

• Build trust through transparency, consistency, and empathy.
• Engage stakeholders at multiple levels within the client organization.
• Maintain regular, meaningful touchpoints—not just when issues arise.
• Organize stakeholder map and relationship matrix between Abacus and client.

Strategic Thinking

• Understand the client’s business model, and competitive landscape.
• Understand client priorities, individual leader priorities, and current challenges.
• Identify opportunities for growth, innovation, and long-term partnership.
• Connect clients’ needs to broader organizational capabilities and product roadmaps.

Cross-Functional Collaboration

• Partner effectively with sales, delivery (PMO. Client Solutions, Client Data Engineering), product, and support teams.

• Translate client feedback into actionable insights for internal teams.
• Ensure alignment across all touchpoints in the client journey.

Problem Solving & Adaptability

• Stay calm under pressure and navigate ambiguity with confidence.
• Resolve issues quickly and constructively.
• Adapt to changing client priorities and market dynamics.

Continuous Learning

• Comply with completing standard curriculum for your role.
• Stay informed on industry trends, client developments, and product updates.
• Seek feedback and invest in personal and professional growth.
• Share learnings and best practices with peers.

What we’re looking for:

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• Experience in SaaS, cloud technologies, or enterprise software.
• Experience with data analysis 
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency with support tools and platforms (e.g., Zoho Desk, Jira).
• Strong customer service orientation and ability to build trust with clients.
• Experience working with cross-functional teams in a fast-paced environment.
• High level of project organization, attention to detail, and time management.
• Off hours/weekend work occasionally required.
• Ability to travel up to 5% of the time

Preferred Certifications:

• ITIL Foundation Certification – for understanding IT service management best practices.