Senior Manager Customer Support

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Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

Overview:

Precisely is looking for a Technical Support Sr Manager to lead a global team delivering exceptional support for our B2B Integration products. This role combines people leadership, customer advocacy, and AI-enabled‑ innovation to ensure consistent, high-quality‑ customer experiences at scale.

You will play a key role in modernizing support through automation, GenAI, analytics, and intelligent self-service, while partnering closely with Engineering, Product, and Customer teams

What you will do:

Leadership & Team Development

• Lead, Coach, and develop a high performing‑ technical support team in a 24x7 global environment

• Drive operational excellence across case management, escalations, and service delivery

• Build a strong team culture focused on service excellence, ownership, and accountability

Support Operations & Delivery Excellence

• Oversee day-to-day support operations, including shift coverage, workload balancing, and escalation management

• Ensure consistent execution of global support processes, including case management, follow-the-sun coverage, and KCS

• Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels

• Lead critical customer escalations, coordinating with engineering (L3), product, and leadership as needed

AI, Automation & Agentic Support Enablement

• Partner with cross-functional teams to introduce ‑AI-powered‑ support capabilities, including GenAI assistants, chatbots, and workflow automation

• Use AI-driven analytics and customer sentiment insights to identify‑ trends, mitigate risk, and improve customer outcomes

• Act as a customer advocate, building strong relationships and leading critical escalations.

• Champion responsible AI adoption, ensuring solutions are secure, scalable, and aligned with customer experience goals

Customer & Cross-Functional Collaboration

• Actively engage with customers to build trusted relationships, gather voice-of-customer feedback, and improve supportability

• Collaborate with Engineering, Product Management, Sales, and other stakeholders to resolve systemic issues and influence product improvements

• Participate in readiness planning for new releases, support model changes, and product introductions

Reporting, Metrics & Continuous Improvement

• Track and analyze operational KPIs, CSAT, and efficiency metrics using dashboards and reporting tools (e.g., Salesforce)

• Present insights through operational reviews and leadership updates

• Recommend and implement workflow, platform, and tooling improvements to enhance customer experience and operational scalability

What we are looking for:

Required

• Bachelor’s degree in computer science, Engineering, or a related field (or equivalent experience)

• 10+ years of experience in enterprise technical/customer support, including people leadership

• Proven ability to lead and scale high-performing technical teams in a global support environment

• Strong operational acumen across resource planning, process consistency, and escalation management

• Excellent communication, problem-solving, and stakeholder management skills

• Experience supporting business-critical software products

• Must demonstrate the use of a variety of AI tooling to solve problems, including creating agents in Copilot and/or other tools

Technical & Domain Expertise

• Experience with B2B Integrator is a plus

• Working knowledge of Windows, Linux/UNIX environments

• Familiarity with networking, security concepts, and enterprise integration technologies

• Exposure to cloud platforms (Azure, AWS, GCP)

• Knowledge of SQL and relational databases

This position is 100% remote anywhere in the US

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