Enterprise Support Lead

As an Enterprise Support Lead, you will bridge the gap between traditional support and customer success, ensuring high-touch proactive support while also driving strategic engagement. This individual will oversee escalations, optimize support operations, and collaborate cross-functionally to enhance the client experience while driving improvements throughout our commercial business. 

This is a remote role based in the US.

What you will do:

Enterprise Customer Support and Technical Expertise:

• Optimize enterprise support framework for specific verticals, ensuring efficient case management, SLA adherence, and continuous process improvements
• Build strong relationships with external partners, acting as an escalation point for complex issues
• Develop and lead enterprise support programs to ensure high-touch, differentiated experiences for enterprise customers and partners
• Support new client and partner launches by defining and implementing tailored support models that align with client and partner expectations while ensuring scalability, efficiency, and seamless integration with existing enterprise support structure. 
• Conduct root cause analysis on support inefficiencies and implement corrective actions.
• Develop and document playbooks, workflows, and escalation processes for newly launched partnerships to ensure consistency and effective support delivery.
• Work collaboratively with internal MX stakeholders to ensure standard operational procedures and training materials reflect current best practices for programs you support.
• Work with engineering and product teams to advocate for client needs and drive improvements in enterprise support tools, systems, and workflows.
• Leverage data and analytics to identify trends, refine processes, and make recommendations for automation and AI-driven support solutions.
• Define and monitor vertical specific KPIs related to enterprise customer experience, retention, and support efficiency.
• Develop and manage escalation protocols for internal teams and BPO partners.

Customer Success & Sales Support:

• Serve as a strategic partner to sales and customer success teams, ensuring support 
• efforts contribute to customer retention and expansion.
• Ensure seamless handoffs between sales, onboarding support, and ongoing account management, improving the customer experience lifecycle.
• Act as a liaison between enterprise customers and internal leadership, providing visibility into client issues
• Collaborate with Account Managers to provide data-driven insights on customer health, trends, and potential upsell of expansion opportunities 
• Drive alignment between enterprise support, customer success, and sales teams to improve the customer lifecycle management
• Lead initiatives to optimize knowledge management, ensuring enterprise customers have access to self service solutions and documentation

Requirements:

• 5+ years of professional experience in enterprise customer support, program management, business operations, or other related field
• Proven track record of managing large-scale support programs or initiatives
• Strong background in managing enterprise accounts, customer retention, and high-touch support programs
• Excellent stakeholder management communication and data analysis skills
• Ability to balance strategic thinking with hands-on execution in a fast paced environment