Senior Manager Technical Services

Role overview Lead a technical services team that delivers customer onboarding and complex implementation work for a B2B software product. This is a people leadership and operations role: set the team’s delivery model, develop managers and specialists, oversee project execution, and handle escalations without owning a regular individual client portfolio. The position is remote within the United States across Eastern, Central, and Pacific time zones.

Responsibilities - Recruit, coach, and retain implementation and professional services staff; set goals, manage performance, and develop future team leaders. - Oversee onboarding projects involving integrations, SFTP connections, data cleanup, compensation planning, and software configuration. - Resolve escalations such as failed integrations and data synchronization issues; coach the team and coordinate root-cause fixes with support, product, and engineering groups. - Forecast capacity against expected sales and customer demand, and build repeatable delivery processes, playbooks, and workflow automation. - Track and report operational measures, including implementation duration, on-time launches, customer satisfaction, data accuracy, integration stability, utilization, and team health. - Coordinate with sales, customer success, product, and engineering, including scoping work and bringing customer feedback to product teams.

Requirements - Experience delivering professional services, implementations, technical customer success, or consulting for mid-market and enterprise customers, including executive stakeholder management. - Experience managing technical, customer-facing teams and developing staff. - Technical knowledge of integrations, REST APIs, SFTP, data structures, and software configuration sufficient to troubleshoot with the team. - Experience helping scale client-facing technical services and building processes for growth. - A metrics-oriented approach to capacity planning, utilization, and performance measures. - Clear communication with technical and non-technical audiences, and the ability to identify patterns that can improve customer support.

Nice to have Experience in startups, HR information systems or compensation platforms, SQL, API testing or customer management tools, project management software, or using AI tools to improve service workflows.

Benefits and work setup The role is fully remote within the United States, with work hours spanning Eastern through Pacific time zones. The listing gives a base salary range of $150,000–$170,000 plus a $20,000 bonus, based on level within the role.