Sr. Manager - Software Support

Description

The Senior Manager of Software Support is responsible for leading a high‑performing support organization that delivers exceptional client experience across the Transportation product suite. This leader drives customer‑centric operations, proactive issue prevention, and continuous improvement to ensure clients receive easy access to timely, accurate, and empathetic support that strengthens adoption and long‑term satisfaction.

This role oversees multiple managers and teams, ensuring consistent execution, operational rigor, and alignment with divisional goals. The Senior Manager partners closely with Product, Development, Professional Services, Sales, and Telematics to anticipate client needs, reduce case volume, and improve product quality through actionable insights.

Responsibilities

Client Experience & Customer Success

• Own the end‑to‑end client support experience, ensuring access to support is easy, interactions are timely, empathetic, and aligned with Transportation's client‑first standards.
• Monitor client sentiment, CSAT, NPS, VOC, and escalation trends to identify friction points and drive improvements.
• Lead structured post‑incident reviews and ensure learnings translate into product, process, or training improvements.
• Design the client maturity model to logically progress customers in their use of Transportation software, continuously improving engagement, and the time to product adoption metric.

Proactive Issue Prevention & Operational Excellence

• Build and execute a proactive strategy that supports the customer journey that leads to long term retention, referenceable clients, and net positive sentiment.
• Reduces case volume by leveraging latest technology and industry trends including data analytics for trending, root‑cause identification, and other related measures.
• Partner with Implementation and Development to surface systemic issues, influence roadmap prioritization, and validate fixes.
• Implement quality assurance programs and metrics to ensure consistent case handling, communication standards, and resolution accuracy.
• Drive continuous improvement initiatives that enhance efficiency, reduce escalations, and improve client outcomes.
• Establish a culture of proactive communication and collaboration such that clients feel informed, supported, and confident in the product.

Leadership & Team Development

• Lead, mentor, and develop Support Managers and their teams, fostering a culture of accountability, growth, collaboration, and high performance.
• Ensure managers maintain strong coaching rhythms, including 1:1s, performance reviews, development plans, and real‑time feedback.
• Recruit, onboard, and retain top talent with the skills and mindset needed to deliver exceptional client service.
• Model leadership behaviors that reinforce integrity, collaboration, and client advocacy.

Strategic Planning & Cross‑Functional Alignment

• Contribute to Transportation's strategic plans, ensuring support operations align with divisional goals and client experience priorities.
• Collaborate with cross-functional leadership to ensure visibility into support trends, staffing needs, and client risks.
• Cause collection of and provide regular reporting on KPIs, backlog health, SLA performance, and emerging issues to leadership.
• Ensure alignment with divisional and One Tyler systems, processes, and compliance requirements.
• Act as the voice of Transportation in Tyler wide councils and initiatives.

Escalation & Issue Management

• Serve as the Executive Sponsor for complex or high‑impact client issues.
• Establish and maintain escalation playbook, communication protocols, severity and SLA definitions.
• Ensure timely, transparent communication with clients and internal stakeholders during critical incidents.

Documentation, Process, and Compliance

• Develop a centralized repository and oversee the creation and maintenance of support documentation, videos, knowledge articles, and internal processes.
• Ensure adherence to company policies, audit requirements, and data integrity standards.
• Champion adoption of new tools, processes, and organizational changes.

Qualifications

• Bachelor's degree in a related field.
• 5+ years of leadership experience in software support or a related technical service environment.
• Student Transportation industry experience preferred.
• Demonstrated ability to lead managers and large teams in a fast‑paced, highly technical environment.
• Strong customer‑centric mindset with proven success improving client experience and reducing escalations.
• Excellent communication, conflict resolution, and relationship‑building skills.
• Strong analytical and problem‑solving abilities, including experience with trend analysis and root‑cause identification.
• Ability to manage multiple workstreams, prioritize effectively, and drive results through others.
• Experience collaborating with cross functional teams to influence product quality and roadmap decisions and improve client experience.
• Proficiency with support tools, case management systems, and Microsoft Office.