Technical Services Manager

Summary

Join ASAPP, a company driven by customer obsession and purposeful speed, as a Technical Services Manager. You will manage post-launch operations for a portfolio of enterprise customers, working with engineering and customer stakeholders to implement solutions. Responsibilities include managing customer escalations, leading customer bridges around defects, and working with internal and external teams to triage and prioritize bugs. You will enhance process documentation and ensure seamless operation of deployments. The ideal candidate possesses 2-4 years of relevant experience, strong communication skills, and the ability to navigate complex interpersonal dynamics. ASAPP offers competitive compensation, stock options, and various benefits.

Requirements

• Verbal and written English fluency
• 2-4 years of product and enterprise customer-facing experience
• Self-starter mentality (you find problems and fix them)
• Comfort with ambiguity
• Strong outcome- and value-orientation
• Technical experience, specifically with monitoring and logging tools
• Ability to deal with the complex interpersonal dynamics and work with a wide range of our customers' stakeholders, from day-to-day project managers all the way up to their executives and C-suite
• Ability to work cross-functionally with internal teams, including Delivery Management, Customer Success, and Engineering
• Ability to clearly and concisely oversee customer communications related to production incidents

Responsibilities

• Manage post launch operations for a portfolio of ASAPP customers
• Ensure successful lifecycle of customer escalations
• Lead customer bridges around defects
• Work with internal and external teams to triage and prioritize bugs
• Enhance existing process documentation

Preferred Qualifications

• Experience managing defect life cycles in a SaaS environment
• AI software experience
• Experience testing functionality in an agile environment
• Work experience in a start-up environment
• Experience managing strategic customer communications and relations

Benefits

• Competitive compensation
• Stock options
• OSDE 410 for the family group
• Wellness perks
• Mac equipment
• 3 weeks of vacation
• Training and development