Senior Manager, Premium Support

Summary

Join a people-centric culture that is fast-paced and rewarding at BigID, where you'll have the opportunity to work with some of the most talented people in the industry who value innovation, diversity, integrity, and collaboration. We seek a strategic, customer-focused Senior Manager to lead our Premium Support Team.

Requirements

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) or equivalent experience
• 7+ years in a customer support or technical support role, with at least 3 years in a people management role
• Experience managing support for enterprise-level, strategic accounts, with a deep understanding of customer success and relationship management
• Proven success in managing global teams, with an emphasis on alignment across time zones and collaboration
• Excellent communication skills with a customer-first mindset, capable of engaging effectively with executive-level stakeholders
• Strong analytical skills with a track record of using data to drive decision-making and process improvements
• Proficiency in support software and platforms (e.g., Salesforce, Zendesk) and familiarity with CRM and case management best practices

Responsibilities

• Lead and mentor a team of dedicated Premium Support Engineers, ensuring high performance, engagement, and professional growth
• Foster a collaborative, customer-centric culture within the team, ensuring alignment with company values and customer success objectives
• Ensure the team provides comprehensive, responsive support across all time zones, maintaining the highest standards of quality and timeliness
• Serve as the primary escalation point for Premium Support issues, working to resolve complex, high-stakes challenges and ensure customer satisfaction
• Build and maintain trusted relationships with strategic customers, providing executive-level insights, updates, and proactive support planning
• Actively partner with Account Management, Customer Success, and Sales to ensure that support efforts align with broader account strategies and customer goals
• Develop, track, and analyze KPIs and metrics to monitor support effectiveness, identify areas for improvement, and drive accountability
• Implement best practices in support workflows, case management, and incident resolution to enhance customer experience and team efficiency
• Collaborate with cross-functional teams (Product, Engineering, Services, and Customer Success) to ensure effective knowledge sharing and swift issue resolution
• Create and execute strategic plans to scale and optimize the Premium Support model, enabling effective global support coverage
• Identify and implement tools, resources, and training needed to continuously elevate the team’s technical skills and customer engagement capabilities
• Keep up with industry trends and customer feedback to proactively evolve the Premium Support offering, ensuring alignment with the needs of our most strategic customers

Benefits

• Work from home with a global remote-first community
• Flexible PTO and Quarterly Volunteer Days
• Equity Participation
• 100% employer-covered medical, dental, and vision options available to you
• Additional insurance benefits like pet insurance and legal assistance
• Learning & Development Opportunities
• Fidelity Employer Sponsored 401K
• Robust DEI Program with several vibrant ERG communities
• Paid Parental Leave