Manager, Technical Account Manager
Core
Leading a Tier 2 Technical Support organization for a fleet management SaaS platform, managing team performance, escalations, and cross-functional partnerships.
Role type
Senior Manager, Technical Support
Builds
A high-performing global support team and improved support processes/tooling
Domain
SaaS / Fleet Management / Telematics
Deliverable
dashboards & analysis
Required skills
Team leadership, escalation management, SLA/KPI ownership, stakeholder management, process improvement, data-driven decision making, change management, incident response, cross-functional collaboration
Preferred skills
Salesforce Service Cloud, Tableau, Jira/Confluence, data analytics, IoT/telematics domain knowledge
Technologies
Salesforce, Tableau, Jira, Confluence, GSuite, MS Office
Responsibilities
Own team performance, staffing, and scheduling; lead high-priority escalations and incident response; partner with Product/Engineering to resolve core issues; build and improve SOPs and workflows; drive data reporting and business reviews; manage cross-functional initiatives.
Seniority
Senior, hands-on IC manager