Manager, Enterprise Support Job at Figma (London)

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...

Location

United States , Denver; Nashville

Salary:

132000.00 - 182000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

5+ years of experience in customer support leadership roles
At least 3 years focused on enterprise B2B customers
Direct management experience leading teams of 10-20+ support professionals in high-growth environments
Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
Proven track record of successfully managing high-stakes customer escalations and executive-level communications
Enterprise B2B SaaS experience with complex, technical products (Required)
Experience in HR tech, compliance, or background screening industries (Preferred)
Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
Experience building support processes, playbooks, and systems that scale with growth

Job Responsibility

Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery

What we offer

A fast-paced and collaborative environment
Learning and development allowance
Competitive compensation and opportunity for advancement
100% medical, dental and vision coverage
Unlimited PTO policy
Monthly wellness stipend
In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
A relocation stipend may be available for those willing to relocate to a Checkr hub location

Fulltime

Senior Manager, Enterprise Risk Management

We are seeking a highly motivated and experienced Senior Manager, Enterprise Ris...

Location

United States , New York

Salary:

123200.00 - 182360.00 USD / Year

Take-Two Interactive Software, Inc.

Expiration Date

Until further notice

Requirements

Bachelor's degree in Finance, Business Administration, Accounting, or a related field
8+ years of experience in enterprise risk management, internal audit, or a related risk function
Proven experience in designing, implementing, and managing an ERM framework
Strong analytical skills with the ability to identify trends, analyze complex data, and provide data-driven recommendations
Excellent written and verbal communication skills, with the ability to present complex information clearly and persuasively to a variety of audiences
Demonstrated ability to influence and build relationships with stakeholders at all levels of an organization

Job Responsibility

ERM Framework Development: Lead the ongoing development and continuous improvement of the company's ERM framework, policies, and procedures
Risk Identification & Assessment: Partner with department heads and business unit leaders to proactively identify, assess, and prioritize key risks (e.g., financial, operational, strategic, reputational, legal and technology)
Risk Mitigation: Develop and implement effective risk mitigation strategies and controls, and monitor their effectiveness
Reporting & Communication: Prepare and present clear, concise, and actionable risk reports and dashboards for senior management, the board of directors, and other key stakeholders
Risk Culture: Champion a strong, proactive risk culture across the organization by providing training, guidance, and support
Technology & Tools: Manage and optimize the use of risk management software and tools to enhance efficiency and data-driven decision-making
Ad-Hoc Projects: Lead or contribute to special projects related to emerging risks, regulatory changes, or strategic initiatives

What we offer

Medical (HSA & FSA), dental, vision
401(k) with company match
Employee stock purchase plan
Commuter benefits
In-house wellness program
Broad learning & development opportunities
A charitable giving platform with company match
Fitness allowance
Employee discount programs
Free games & events

Fulltime

Support Account Manager

As a Support Account Manager (SAM), you'll work with a skilled team to serve hig...

Location

United States , Austin

Salary:

123900.00 - 186600.00 USD / Year

Atlassian

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred (not required)
10+ years of experience in an Enterprise customer-facing role interacting with senior-level customer contacts, preferably in a customer support organization in enterprise software
Advanced level of troubleshooting skills across technologies, including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs, Networking and Cloud environments
Demonstrated experience and success managing critical customer situations in enterprise IT infrastructure technologies and Cloud environments
Sense of urgency and willingness to do what it takes in a high-growth environment by being highly action-oriented
Proficient in developing well-organized plans at various levels of detail and complexity
Excellent customer communications skills and ability to convey technical concepts and details in a way that is easily consumed by all levels of customer contacts
Proven customer management skills

Job Responsibility

Be the primary Atlassian point of contact for all customer technical needs
Build a direct relationship with the customer's senior technical leadership and develop an in-depth knowledge of the customer's environment
Drive customer's open support cases and escalations to fast resolution
Provide high-touch support during incidents and security events
Be the voice of the customer inside Atlassian to prioritize the resolution of product bugs
Coordinate the execution of customers' planned events such as system health checks, upgrades, and migrations
Prevent issues before they arise with proactive planning
Create account plans to improve the customer's experience with Atlassian Support and Services efficiency
Stay current and advise the customer on any new product versions
Produce support communications for customers on recent security alerts, product releases, and new product information

What we offer

health coverage
paid volunteer days
wellness resources

Fulltime

Senior Manager, Enterprise Sales

The Senior Manager, Enterprise Sales at Checkr will be responsible for securing ...

Location

United States , Denver; San Francisco

Salary:

263000.00 - 365000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

Minimum of 5-7 years of Enterprise Sales management experience
passion for growing and supporting businesses and being a true customer advocate both internally and externally
high growth tech company experience preferred
experience working with cross-functional teams (Marketing, Product, Finance, Customer Success) in a matrix environment to achieve company objectives
enthusiastic willingness to travel ~30%
experience navigating and leading multi-million dollar contract negotiations
strong business acumen, with experience working with large brands
advanced in dealing with ambiguity and complexity in order to navigate uncertainty and lead the team through change
deep experience liaising with senior-level stakeholders, identifying opportunities and strategies for business growth
experienced with a complex pursuit process, proposal development, and oral presentations that win new business

Job Responsibility

Participate in the development of the strategy to accelerate Enterprise sales and grow existing customers, while identifying areas of expansion in the market
drive strategy within the enterprise segment as it relates to new logo acquisition
manage and lead a team of 5 to 9 Enterprise AEs, ensuring productivity, goal achievement, and team development
participate in the development of the strategy to land Enterprise new logos while closely collaborating with product and solution engineers to identify opportunities and potential gaps
achieve and hold teams accountable for revenue objectives & Key Performance Indicators (KPIs)
establish key relationships with prospects across the United States to help progress deal cycles
establish and maintain a strong sales culture that promotes teamwork, accountability, and achieving results
partner cross-functionally to refine and implement go-to-market strategies as well as influence the development of new products to take to market
increase productivity by relentlessly improving processes, systems, & tools

What we offer

A fast-paced and collaborative environment
learning and development allowance
competitive compensation and opportunity for advancement
100% medical, dental, and vision coverage
up to $25K reimbursement for fertility, adoption, and parental planning services
flexible PTO policy
monthly wellness stipend
home office stipend
in-office perks such as lunch four times a week, a commuter stipend, and snacks and beverages

Fulltime

Practice Support Manager

As a Support Manager, you will lead a technical support team to ensure the seaml...

Location

United States

Salary:

Not provided

Aledade, Inc.

Expiration Date

Until further notice

Requirements

4+ years of experience as a Technical Support Manager in a healthcare or technology setting
Strong leadership and communication skills, with an ability to collaborate and negotiate effectively with cross-functional partners
Experience leading a team and managing team performance
Demonstrated experience in a technical operations role with a deep understanding of Incident Management frameworks (e.g., ITIL)
Proven ability to define, implement, and manage SLAs
Hands-on experience with enterprise monitoring and alerting systems (e.g., Datadog, PagerDuty)
Experience creating and maintaining operational runbooks and documentation
Competency in healthcare data standards (e.g., HL7 SIU/ADT, HIPAA X12 837, or CCDA)
Proficiency in constructing new and complex SQL queries for troubleshooting and analysis
Proven experience using Python, AWS CLI, and Bash

Job Responsibility

Lead and Develop Support Team: Manage a team of Support Analysts and Specialists, overseeing their daily activities and promoting their professional development
Drive Performance and Accountability: Monitor Key Performance Indicators (KPIs) for the team, offering regular feedback and coaching to ensure continuous improvement and accountability
Foster Talent and Collaboration: Onboard, train, and mentor new and existing team members to cultivate a high-performing, cohesive, and collaborative team environment
Optimize Team Operations: Develop and implement tools to effectively monitor and manage team capacity and performance, ensuring optimal resource allocation and productivity
Monitor SLAs: Oversee Service Level Agreements (SLAs) for troubleshooting issues, ensuring alignment with daily operational practices and standards
Own Incident Management Lifecycle: Manage the complete life cycle of incident management, from initial alert through resolution and post-mortem analysis, guaranteeing timely remediation and transparent communication with all stakeholders, including practice teams
Develop and Operationalize Runbooks: Create and maintain detailed runbooks for recurring issues and establish standard operating procedures to promote consistent and efficient incident response
Optimize Monitoring Systems: Utilize and refine monitoring tools such as Datadog and PagerDuty to proactively detect and mitigate potential issues before they impact our operations
Lead High-Priority Incident Resolution: Facilitate high-priority incident resolution calls, guiding cross-functional teams in swiftly addressing and resolving issues
Serve as a Point of Escalation: Act as the escalation point for the support team, addressing complex technical issues that require in-depth knowledge of our applications, Tableau, and data interfaces

What we offer

Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options

Fulltime

Manager, Customer Support

As the Manager, Customer Support, you'll lead the leads—managing 3-5 offshore te...

Location

United States

Salary:

118200.00 - 139440.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

5+ years of people management experience with at least 3+ years managing manager-level direct reports (team leads, supervisors, or shift managers) in customer support, service operations, or similar user-facing teams, ideally in a tech-forward or high-growth environment
Experience managing offshore teams in the Philippines or similar Asia-Pacific markets required, including managing teams working US business hours across significant time zones with cultural awareness and strong remote leadership practices
Available for flexible hours including early morning shift coverage, sometimes starting as early as 6am for team meetings, handoffs, and operational support
Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback
Experienced working with Zendesk for daily operations and using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making
Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams
Skilled at guiding teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management
Experienced at building mechanisms to track KPIs (CSAT, SLAs, productivity, cost per contact), measure user satisfaction, and drive continuous improvement
Clear communicator who provides context, sets expectations, and delivers direct, actionable feedback to managers and team members
Hands-on leader who can flex across levels: coaching individual contributors, developing leads, running daily operations, and contributing to cross-functional strategy

Job Responsibility

Lead and develop a team of 3-5 offshore customer support leads (manager-level reports) who oversee chat and email support operations across distributed teams
Provide early morning shift coverage and leadership presence, ensuring smooth handoffs and operational continuity across time zones
Establish clear expectations, KPIs (e.g., CSAT, first reply and resolution SLAs, productivity), and operating rhythms that improve team performance and user satisfaction
Build and maintain mechanisms that track key metrics, surface issues early, and support continuous improvement across processes and workflows
Identify patterns from day-to-day operations and user feedback, translating them into insights and recommendations for product, marketing, supply chain, and operations teams
Guide the thoughtful adoption of AI and automation, including creation and maintenance of knowledge systems and SOPs for both human agents and AI copilots
Partner with Product, Engineering, and Operations to escalate issues, share insights, and ensure support feedback shapes product and experience improvements
Own capacity planning, scheduling, and resource allocation to ensure coverage and performance during periods of rapid growth
Coach and develop support specialists and leads, creating accountability systems and growth paths that raise overall team capability
Champion the voice of the customer by surfacing trends, insights, and actionable feedback that inform product and business decisions

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Enterprise Growth Manager

We seek an Enterprise Growth Manager to join our team as we continue to serve as...

Location

United States , Austin

Salary:

Not provided

Qualia

Expiration Date

Until further notice

Requirements

7+ years experience in enterprise sales, account management, renewals, or customer success roles with a proven track record of managing high-value accounts
Significant experience in the technology space, preferably with vertical SaaS or B2B enterprise software
Executive presence with demonstrated ability to build trust and credibility with C-Suite executives and senior leadership teams
Expert negotiation skills with experience managing complex, multi-stakeholder contract discussions
Deep understanding of enterprise sales cycles, organizational dynamics, and how to navigate large, sophisticated organizations
Strategic mindset with the ability to develop long-term account plans that balance customer needs with company objectives
Proven ability to work with various internal parties
Strong project management capabilities with experience orchestrating cross-functional initiatives involving multiple internal and external stakeholders
Consultative approach to customer relationships with a focus on solving business problems rather than simply selling products
Exceptional communication skills with the ability to adapt messaging for different audiences and contexts

Job Responsibility

Serve as the primary strategic advisor and relationship owner for Enterprise accounts, managing complex, high-touch relationships with C-Suite executives and senior leadership teams
Develop and execute comprehensive account strategies that align Qualia's product roadmap with customer business objectives
Drive substantial revenue growth by managing complex renewal negotiations and identifying strategic expansion opportunities across multiple product lines
Achieve ambitious monthly revenue targets for renewals and upsell / cross-sell in a high-value account environment
Navigate complex organizational structures and decision-making processes to identify and influence key stakeholders
Proactively identify at-risk accounts and implement sophisticated mitigation strategies, balancing customer advocacy with appropriate pushback when necessary
Mediate between high-value customers and internal teams, serving as both customer champion and internal advocate to ensure alignment and successful outcomes
Lead highly visible, strategic initiatives that require extensive collaboration across Product, Engineering, Legal, Deal Desk, Finance, and executive leadership
Partner extensively with Customer Success Managers, Support, Solution Engineers, and other cross-functional teams to deliver exceptional customer experiences
Conduct deep discovery to understand nuanced customer workflows, regulatory requirements, and business challenges across multiple markets

What we offer

Comprehensive health plans
401k program
Commuter benefits
Professional development
Parental leave
Flexible time off policy
Robust online onboarding program
Biweekly all hands meetings
Variety of internal virtual events

Fulltime

Senior Enterprise Delivery Manager, Migrations

The Senior Enterprise Delivery Manager, Migrations is responsible for ushering A...

Location

United States , San Francisco

Salary:

129800.00 - 208400.00 USD / Year

Atlassian

Expiration Date

Until further notice

Requirements

Proven capability to define customer cloud strategies
Leadership and teamwork skills
Identify potential challenges and facilitate effective solutions
Maintain a clear vision of project goals and milestones
7+ years of professional experience as a technical project/delivery manager responsible for complex technology projects for enterprise customers
Bachelor’s or advanced degree in engineering, computer science, or equivalent work experience
Extensive experience with enterprise-scale cloud and hybrid infrastructures, architecture design, migrations, and technology management
Capability to serve as a technical lead
Skilled in communicating and negotiating effectively with senior-level decision-makers
Demonstrated leadership, teamwork, and mentorship skills.

Job Responsibility

Identify technical deployment and transformation opportunities
Lead architecture efforts
Provide deployment guidance and best practices
Ensure optimal resource engagement and execution of the Migration Execution Plan
Manage high-risk projects, ensuring successful outcomes
Communicate effectively with stakeholders
Lead steering committee meetings
Oversee high-risk migration projects and implement mitigation plans
Coordinate with support and engineering teams
Act as the escalation point for customers

What we offer

Health and wellbeing resources
Paid volunteer days
Other perks supporting family and local community.

Fulltime

Manager, Enterprise Support

Figma

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 05, 2026

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