Senior Manager, Customer Support and Advocacy

📋 Description

• • Nexus Cognitive LLC is at the forefront of transforming complex data into clear, actionable insights, empowering organizations to accelerate innovation through advanced AI, analytics, and cloud infrastructure. We are a dynamic team of builders, problem-solvers, and collaborators committed to rapid learning, continuous improvement, and impactful teamwork. Our mission is to manage the intricate demands of modern data platforms, governance, and cloud transformation, enabling our clients to make confident, strategic decisions that propel their businesses forward.
• • We are building a vibrant culture across the U.S. and India, founded on curiosity, ownership, collaboration, and care. We are actively seeking individuals who are eager to contribute to meaningful work alongside exceptional colleagues.
• • Nexus Cognitive is seeking a highly experienced and motivated Senior Manager, Customer Support and Operations to establish and lead our newly formed Customer Excellence Center in India (Pillar I). This pivotal role is designed to transition our customer support function from a reactive model to a proactive, high-resolution technical engine. The Senior Manager will be instrumental in fostering a cultural shift towards high-ownership and championing automation-first processes, ensuring scalable growth and a significant enhancement in the overall customer experience.
• • **Lead the Technical Engine:** You will be responsible for formalizing and leading the India-based Tier 1–3 support and operations teams, establishing them as the company's primary technical execution hub. This involves defining operational frameworks, setting performance benchmarks, and ensuring the team is equipped to handle a wide spectrum of technical challenges.
• • **Drive Support Excellence:** Cultivate a team culture deeply rooted in empathy, rapid resolution, and minimizing customer effort. This includes developing coaching programs that focus on both the technical acumen and the interpersonal skills necessary for exceptional customer interactions.
• • **Voice of the Customer (VoC):** Serve as the primary advocate for customer pain points and feedback. You will ensure that support trends and customer insights are systematically captured and directly influence the product roadmap, driving continuous improvement in our offerings.
• • **Knowledge Management:** Spearhead the creation and ongoing management of a robust, customer-facing knowledge base. The goal is to empower customers with self-service resources, enabling them to find solutions independently and reducing the need for direct support engagement.
• • **Automation and AIOps:** Implement and champion an automation-led monitoring and incident response model. This approach aims to manage technical issues by exception, significantly reducing manual intervention and freeing up valuable engineering resources.
• • **Reduce Engineering Dependency:** Your strategic objective will be to drastically reduce the Engineering Escalation Rate. The target is to ensure that core Engineering's capacity dedicated to firefighting is kept below 15%, allowing them to focus on strategic development and innovation.
• • **Ensure Incident Ownership:** Establish clear accountability within the support team and implement performance metrics centered on Incident Ownership—the percentage of issues fully managed and resolved by the India hub without requiring intervention from U.S.-based teams.
• • **Strategic Alignment:** Collaborate closely with the Senior L3 Support Engineer, who is embedded within the Customer Reliability Engineering (CRE) team. This partnership is crucial for maintaining a tight feedback loop, informing systemic stability fixes, and driving code-based remediation efforts.
• • **Staffing & Transition:** Oversee the urgent recruitment and seamless integration of new India-based Customer Support Engineers (3–5 individuals). This is critical to prepare for the upcoming workload transition and to accommodate the natural maturation of the team as it grows and develops.
• • **Global Team Management:** Effectively manage and mentor technical teams in a global setting, with a specific focus on establishing operational excellence within the India-based center. This includes fostering a cohesive team environment that transcends geographical boundaries.
• • **Continuous Improvement:** Implement processes for ongoing performance analysis, identifying areas for improvement in efficiency, effectiveness, and customer satisfaction. Encourage a culture of learning and adaptation within the team.
• • **Cross-Functional Collaboration:** Work with Product Management, Engineering, and Sales teams to ensure a holistic understanding of customer needs and to align support strategies with broader business objectives.
• • **Reporting and Analytics:** Develop and maintain key performance indicators (KPIs) and dashboards to track the performance of the Customer Excellence Center, providing regular insights to senior leadership.
• • **Scalability Planning:** Proactively plan for the scalability of support operations to accommodate Nexus Cognitive's projected growth, ensuring that the support infrastructure can meet increasing demand without compromising quality.