Head of Premier Technical Support

Posted: 2026-09-30

1. Customer Management and Communication Own the technical relationship with premier accounts end to end: onboarding, adoption, stability, escalations, and renewal readiness Deliver a white-glove experience for top customers: named coverage, proactive check-ins, regular business reviews, and a single accountable point of contact when things go wrong Partner with Account Managers on joint account plans, QBRs, renewal risk reviews, and expansion opportunities, always leading with adoption and retention Drive adoption: make sure customers are getting value from the pipelines, sources, and features they bought, and catch usage drops before they become churn risks Personally lead high-severity and executive-level escalations, and run clear, timely incident communication and customer-facing RCAs Build customer advocacy through NPS/CSAT programs, references, and case studies 2. Team Management and Operational Diligence Hire, coach, and develop a high-performing team of TAMs and Premier Support Engineers, including future team leads Design and run the operating model: account segmentation (Enterprise, Mid-market, Growth), coverage ratios, SLAs, severity levels, and escalation framework Build playbooks for onboarding, proactive health monitoring, health scoring, escalation management, renewal readiness, and expansion Define and track input and output metrics, and use them to run the team week to week: Input: First Response Time, Time-to-Resolution, backlog and ticket aging, escalation rate, proactive touchpoints, business review coverage, pipeline health coverage Output: CSAT, NPS, Time-to-Value, Adoption, Health Scores, NRR, GRR Run a disciplined weekly cadence on at-risk accounts, open escalations, and team capacity, with clear owners and follow-through Report key metrics and insights to the executive team 3. Technical Leadership Be the most credible technical voice for premier customers: get hands-on with pipeline failures, API and integration issues, data latency, schema changes, and source/destination problems alongside your engineers Diagnose issues across the B2B cloud stack: REST APIs, authentication (OAuth, API keys), rate limits, webhooks, networking, and cloud data warehouse Be the voice of the premier customer to Product and Engineering, turning support and adoption trends into roadmap and reliability priorities Raise the team's technical bar through enablement, runbooks, and knowledge sharing, so new hires become productive fast Use AI, automation, and self-serve tooling to improve resolution speed and scale the team's impact without growing headcount at the same rate 4. High Agency and Building Build the premier support function from where it is today: spot gaps, make decisions, and ship improvements without waiting for a finished blueprint Roll up your sleeves when needed, whether that means taking a key account, jumping on a ticket, or building the first version of a dashboard yourself Make calls with incomplete information, own the outcome, and adjust quickly Drive change across Account Management, Sales, Product, Engineering, and Finance through data and influence rather than authority Own the outcome metrics for the premier base: Gross Retention, Net Revenue Retention, and Adoption