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Senior Manager, Client Technical Support (Remote - US) at Jobgether. This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Client Technical Support in the United States.. As Senior Manager, Client Technical Support, you will lead and inspire a global team of technical account and incident managers to deliver outstanding customer service and ensure optimal client production environments. You will oversee technical support operations, manage escalations, drive process improvements, and foster strong client relationships. This role combines strategic leadership with hands-on technical expertise, empowering you to influence product adoption, enhance client satisfaction, and drive retention. You will work cross-functionally with product, engineering, and client solutions teams, translating complex technical issues into actionable solutions. Success in this role requires a client-centric mindset, a passion for operational excellence, and the ability to lead teams in a fast-paced, dynamic environment.. . Accountabilities. In this role, you will:. . Lead, mentor, and develop a global team of Technical Account Managers (TAMs) and Incident Managers to ensure clients’ production environments operate efficiently and within SLAs.. . Oversee daily client support operations, managing escalations and ensuring timely resolution of complex technical issues.. . Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to resolve production issues, improve product quality, and influence roadmaps based on client feedback.. . Guide clients through technical implementations, integrations, and optimization efforts, including coordination of User Acceptance Testing (UAT).. . Develop, refine, and standardize support processes, playbooks, KPIs, and self-service resources, leveraging tools including GenAI for automation.. . Monitor support metrics, draft Root Cause Analyses (RCA), and drive continuous improvement initiatives to enhance client experience and satisfaction.. . Build and maintain strong client relationships, acting as a trusted advisor and advocate for customer needs.. . . Candidates should have:. . Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).. . 5+ years of technical support experience, including at least 2 years in a leadership role.. . Experience in SaaS, cloud technologies, or enterprise software environments.. . Strong analytical, problem-solving, and project management skills.. . Excellent verbal and written communication abilities, with the capacity to translate complex technical concepts for clients.. . Proven ability to manage multiple priorities under pressure while maintaining high attention to detail.. . Proficiency with support platforms and tools (e.g., Jira, Zoho Desk).. . Experience building trust and delivering exceptional customer service in cross-functional environments.. . Ability to travel up to 5% of the time and occasionally work off-hours or weekends.. . Preferred Qualifications:. . ITIL Foundation Certification or equivalent understanding of IT service management best practices.. . Familiarity with healthcare data, payer systems, or complex enterprise solutions.. . Experience driving team performance, process improvements, and operational excellence at scale.. . . Company Location: United States.