Business Continuity Manager Sr. ensuring enterprise resilience through effective planning and training. Collaborating across teams to foster organizational readiness and disaster response strategies.
About the role
- Senior Manager of Technical Services overseeing Customer Success and Support teams at Aterlo. Driving adoption and exceptional post-sales customer experience in a hybrid role.
Responsibilities
- Lead, coach, and scale high-performing teams, fostering efficiency, collaboration, accountability, and a results-driven culture
- Hire and onboard new team members to scale with business growth
- Foster a culture of continuous learning, collaboration, and customer obsession
- Align all cross-functional teams to ensure strategic cohesion and a consistent customer experience
- Develop, document, and continuously improve processes and metrics across all customer-facing functions
- Establish and manage KPIs across all teams, and ensure continuous performance improvement
- Create and communicate tactical and strategic initiatives aligned with business goals
- Set quarterly team goals and drive accountability for execution and velocity
- Implement, measure and track feedback loops the drive process improvement and cross functional coordination
- Capture an institutionalized knowledge / standardize and institutionalize knowledge to improve consistency and efficiency
- Present technical services metrics and insights at monthly leadership meetings
- Analyze trends across support, success, and TAM functions to identify opportunities and risks
- Translate data into actionable recommendations that drive continuous improvement
- Collaborate cross-functionally with Sales, Product, and Engineering leadership to re-design and optimize the customer journey
- Deliver exceptional service that maintains low churn and supports account expansion
- Create a structure for managing escalations to ensure swift resolution and a positive customer experience
Requirements
- A minimum of 5+ years of experience leading customer-facing technical teams (Support, Customer Success, or TAM functions)
- Previous experience in a customer success role would be a definite asset
- Proven track record of building and scaling high-performing teams
- Strong operational mindset with experience establishing processes, metrics, and KPIs
- Technical aptitude and the ability to handle escalations and complex problem-solving
- Preference will be given to candidates with experience in networking technologies and ISP environments
- Excellent cross-functional collaboration and communication skills
- Data-driven approach to decision-making and continuous improvement
- Proven success working directly with founders in a scaling tech environment
- Strong communication skills with experience translating complex technical issues into clear, actionable guidance for customers and internal teams.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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