Senior Manager, Technical Services Job Posting

Waterloo - Canada

Monthly Salary: Not Disclosed

Posted on: 23 hours ago

Vacancies: 1 Vacancy

Job Summary

About the Role

As Aterlo enters its next stage of accelerated growth we need to add an experienced leader to drive adoption and elevate the post-sales customer experience. As Senior Manager of Technical Services you will lead our Customer Success Customer Support and Technical Account Manager teams ensuring our customers receive exceptional knowledgeable service from implementation through renewal and expansion.

This is a high-impact role for someone who thrives at the intersection of people leadership operational excellence and customer advocacy. You will build and scale high-performing teams establish the processes and metrics that drive consistency and velocity and serve as a key voice of the customerpartnering closely with Sales Product and Engineering to strengthen retention reduce churn and support long-term account growth.

What You Will Do

Lead and Develop High-Performing Teams

Lead coach and scale high-performing teams fostering efficiency collaboration accountability and a results-driven culture
Hire and onboard new team members to scale with business growth
Foster a culture of continuous learning collaboration and customer obsession
Align all cross-functional teams to ensure strategic cohesion and a consistent customer experience

Drive Operational Excellence

Develop document and continuously improve processes and metrics across all customer-facing functions
Establish and manage KPIs across all teams and ensure continuous performance improvement
Create and communicate tactical and strategic initiatives aligned with business goals
Set quarterly team goals and drive accountability for execution and velocity
Implement measure and track feedback loops the drive process improvement and cross functional coordination
Capture an institutionalized knowledge / standardize and institutionalize knowledge to improve consistency and efficiency

Contribute as a Strategic Leadership Team Member

Present technical services metrics and insights at monthly leadership meetings
Analyze trends across support success and TAM functions to identify opportunities and risks
Translate data into actionable recommendations that drive continuous improvement
Collaborate cross-functionally with Sales Product and Engineering leadership to re-design and optimize the customer journey
Provide voice-of-customer insights to inform product roadmap and go-to-market strategy

Own the Post-Sales Customer Experience

Deliver exceptional service that maintains low churn and supports account expansion
Create a structure for managing escalations to ensure swift resolution and a positive customer experience

What You Bring

A minimum of 5 years of experience leading customer-facing technical teams (Support Customer Success or TAM functions)
Previous experience in a customer success role would be a definite asset
Proven track record of building and scaling high-performing teams
Strong operational mindset with experience establishing processes metrics and KPIs
Technical aptitude and the ability to handle escalations and complex problem-solving
Preference will be given to candidates with experience in networking technologies and ISP environments
Excellent cross-functional collaboration and communication skills
Data-driven approach to decision-making and continuous improvement
Proven success working directly with founders in a scaling tech environment
Strong communication skills with experience translating complex technical issues into clear actionable guidance for customers and internal teams

Required Experience:

Senior Manager

About the RoleAs Aterlo enters its next stage of accelerated growth we need to add an experienced leader to drive adoption and elevate the post-sales customer experience. As Senior Manager of Technical Services you will lead our Customer Success Customer Support and Technical Account Manager teams e...