Customer Experience Support Manager

Job Summary

A company is looking for a Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for clients during platform migration and ongoing support.

Key Responsibilities

• Act as the primary technical advisor for clients, guiding them through onboarding and feature adoption
• Design and execute support strategies to enhance client satisfaction and promote platform engagement
• Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field, or equivalent experience
• Minimum 5+ years of experience in technical support, customer success, or client-facing technical roles
• 3+ years of hands-on experience with software implementations and client project delivery
• 2+ years of project management experience managing multiple concurrent client projects
• Experience with data analysis tools and enterprise software platforms