Abacus Insights

Compensation

Full Description

Description: • Lead and mentor a global team of Technical Account Managers ensuring client production environments operate optimally and within SLAs • Lead and mentor a global team of Incident Managers managing production issues to resolution following incident management processes • Set performance goals, conduct regular reviews, and support career development • Oversee daily operations of client technical support team, ensuring SLAs and KPIs are met • Manage escalations and ensure prompt resolution of complex technical issues • Coordinate across Product, Engineering, and Client Solutions to resolve client production issues • Draft, review and publish RCA including 5 Whys analysis and defect elimination plans • Guide clients through technical implementations, integrations, optimization, and manage client UAT • Translate complex technical concepts into actionable insights for clients • Collaborate with product and engineering to influence roadmap based on client feedback • Develop and refine customer success processes, playbooks, and KPIs • Identify and implement improvements in support workflows, tools, and documentation • Drive standardization and automation leveraging tools including GenAI • Develop and maintain knowledge base articles and self-service resources • Monitor support metrics and generate reports to inform strategic decisions • Develop trustworthy client relationships, act as voice of the customer, and drive initiatives to enhance client experience and retention Requirements: • 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: ITIL Foundation Certification Benefits: