At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote US
About the role
- As Senior Manager, Technical Services, you'll lead the Implementation Specialists and Senior Professional Services Consultants who onboard new customers and deliver complex technical projects.
- This is a leadership and people management role where you'll set the operating model, develop the team, own client project management, and serve as the escalation point without carrying a direct client account load.
Responsibilities
- Recruit, coach, and retain Implementation Specialists and Senior Professional Services Consultants; set goals, manage performance, and build a bench of future leaders.
- Resolve technical blockers such as integration failures and data sync errors, coach the team to troubleshoot independently, and drive root-cause fixes with Support, Product, and R&D.
- Own technical onboarding, integrations, data cleanup, and project management.
- Forecast capacity against the sales pipeline and existing customer demand.
- Build the playbooks, processes, and AI-enabled automation that make delivery fast and accurate; own and report on operational metrics.
- Work with Sales on scoping, Customer Success on expansion, and executive stakeholders at key customers.
- Be the voice of the customer to Product and R&D.
Requirements
- You've worked at B2B SaaS companies that are AI-forward and focused on data analytics, with particular interest in HR, revenue, talent acquisition, and finance platforms.
- You've delivered for mid-market and enterprise customers (300 to 1,500+ employees) in Professional Services, Implementation, Technical Customer Success, or consulting, including executive stakeholder management.
- You've helped scale client-facing technical teams and understand what growth and scale look like in practice.
- You've managed technical, customer-facing teams, you know how to hire and develop talent, and you keep growing as a people manager.
- You have technical depth in integrations, REST APIs, SFTP, data structures, and SaaS configuration, enough to troubleshoot alongside your team.
- You like to build, not just maintain, and you bring a metrics orientation (capacity planning, utilization, KPIs) to processes that scale.
- You use pattern recognition to spot ways to support clients better.
- You communicate clearly with technical and non-technical audiences.
Preferred qualifications
- startup experience
- HRIS or compensation planning platforms
- HubSpot, Planhat, Zendesk, Postman, or SQL
- PSA or project management tools
- AI tools used to improve services workflows
Workplace
- Fully remote within the US (Eastern to Pacific time zones)
Skills
- REST APIs
- SFTP
- SQL
- HubSpot
- Planhat
- Zendesk
- Postman
