Senior Manager, Technical Services Job Posting

7 days ago

Waterloo Ontario NLR Canada Aterlo Full time

About the Role

As Aterlo enters its next stage of accelerated growth, we need to add an experienced leader to drive adoption and elevate the post-sales customer experience.  As Senior Manager of Technical Services, you will lead our Customer Success, Customer Support, and Technical Account Manager teams, ensuring our customers receive exceptional, knowledgeable service from implementation through renewal and expansion.

This is a high-impact role for someone who thrives at the intersection of people leadership, operational excellence, and customer advocacy. You will build and scale high-performing teams, establish the processes and metrics that drive consistency and velocity, and serve as a key voice of the customer—partnering closely with Sales, Product, and Engineering to strengthen retention, reduce churn, and support long-term account growth. 

What You Will Do

Lead and Develop High-Performing Teams

  • 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

Drive Operational Excellence

  • 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

Contribute as a Strategic Leadership Team Member

  • 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
  • Provide voice-of-customer insights to inform product roadmap and go-to-market strategy

Own the Post-Sales Customer Experience

  • 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 

What You Bring

  • 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

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