Head of Premier Technical Support
Core
Lead a premier technical support team to drive adoption, retention, and expansion for top 250-300 enterprise accounts on a no-code data pipeline platform.
Role type
Senior leadership Technical Account Management / Premier Support
Builds
A white-glove technical support function and customer success outcomes for high-value B2B SaaS clients
Domain
B2B SaaS, Data Infrastructure, Cloud Technologies
Required skills
Team management, Customer relationship management, Technical troubleshooting, Strategic planning, Operational excellence, Cross-functional leadership
Preferred skills
Experience with modern data stacks, Retention metrics ownership, Usage-based pricing models, Multi-geography team management, AI/automation implementation
Technologies
AWS, GCP, Azure, REST APIs, OAuth, Webhooks, Data Warehouses, ETL/ELT
Responsibilities
Own end-to-end technical relationships for premier accounts including onboarding and escalations; Build and run the operating model with SLAs and KPIs; Act as the primary technical voice for customers and product roadmap input; Drive team hiring, coaching, and technical enablement; Personally lead high-severity incidents and executive escalations; Define and track input/output metrics to optimize team performance.
Seniority
Senior, hands-on IC leader
