Enterprise Support, Sr. Manager

Pismo is seeking an Enterprise Support Manager (ESM) to lead Enterprise Support team for a key account. 

You will be a people leader responsible for managing Technical Account Managers (TAMs) and Support Engineers, ensuring high-quality service delivery, strong technical engagement, and a consistent client experience. The ESM combines technical expertise, operational leadership, and account management skills to ensure the team operates effectively and delivers measurable outcomes. 

The ESM owns the cross-client view of Enterprise Support, identifying recurring patterns, systemic risks that require platform-level intervention, and practices that should be standardized across accounts. You are responsible for evolving the support model by driving improvements across documentation, metrics, governance, and people development. 

This includes defining and maintaining the operating model (runbooks, RACI, playbooks), refining operational dashboards and performance metrics with stakeholders, co-owning Monthly Business Reviews with Customer Success, and leading team development through coaching, performance management, and career progression. 

The ideal candidate brings strong experience in technical support, cloud or platform environments, and enterprise client management, with the ability to lead teams, engage senior stakeholders, and drive continuous improvement at scale. 

Key Responsibilities: 

• Lead and develop the Enterprise Support team, managing TAMs and Support Engineers to ensure performance, accountability, and continuous growth ​

• Own service delivery for the assigned client, ensuring consistent, high-quality execution and acting as the escalation point for complex client or operational issues 

• Maintain a holistic view of the account, identifying recurring patterns, operational gaps, and systemic risks that require platform-level improvements 

• Drive operational excellence, defining and enforcing processes for incident management, escalation, and service delivery 

• Oversee technical engagement and governance, ensuring strong TAM performance and effective execution of MBRs, QBRs, and service reporting 

• Define and evolve the operating model, including runbooks, RACI, playbooks, and service documentation 

• Manage performance metrics and dashboards, refining operational visibility with stakeholders and ensuring data-driven decision making 

• Lead cross-functional coordination, aligning with Engineering, Product, and Customer Success to resolve issues and improve platform performance 

• Ensure account health and risk visibility, maintaining awareness of technical risks, client status, and ongoing initiatives 

• Drive AI and automation adoption, enabling the team to build internal tools and improve efficiency through modern technologies 

Basic Qualifications: 

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD 

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience) 
• Proven experience in technical support, technical account management, or engineering-facing roles in cloud, SaaS, or platform environments 
• Demonstrated experience leading technical teams, including performance management, coaching, and career development 
• Strong background working with enterprise clients, preferably in fintech, banking, or payments environments 
• Solid understanding of distributed systems, APIs, integrations, and cloud-based architectures 
• Experience managing or supporting incident response, escalations, and service operations 
• Experience driving operational processes, governance models, and service delivery frameworks 
• Strong stakeholder management skills, with the ability to engage senior technical and business leaders 
• Demonstrated ability to work across multiple teams (engineering, product, customer success) and drive alignment 
• Experience leveraging automation, tooling, or AI-driven approaches to improve operational efficiency 
• Key Indicators
• Service Delivery Quality — Consistent, high-quality execution of Enterprise Support services for the client 
• Platform Stability & Incident Trends — Improvement in availability and reduction in incident recurrence and severity 
• Technical Risk Management — Visibility, tracking, and reduction of key technical risks across the account 
• Team Performance & Development — Performance, engagement, and growth of TAMs and Support Engineers 
• Client Satisfaction & Trust — Strength of the relationship and feedback from client stakeholders