Sr. Manager, Support & Solutions

Title: Sr. Manager, Support & SolutionsReports To: VP of Customer SuccessLocation: Remote (US Only)About UsWe've built the system of record for the $200+ billion insurance brokerage and agency market - an industry that forms the backbone of our modern economy. We serve a solid roster of customers including industry leaders like USAA and many others. WR Berkley, a Fortune 500 insurance holding company, led our Series B and provides invaluable strategic partnership as we reshape the insurance technology landscape.About the RoleWe empower insurance agencies with the most advanced, flexible, and intuitive agency management system on the market. As our Sr. Manager, Solutions & Support, you’ll lead the technical side of our post-sale customer experience—driving strategy and optimization of product solution design, technical implementation, and day-to-day technical product support.In this role, you’ll manage both our CustomerSolutions and Support Engineering teams, working at the intersection of product configuration, troubleshooting, and customer enablement. You’ll shape how we scale complex solutioning, resolve high-impact technical issues, and deliver a support experience that’s fast, friendly, and effective.We’re looking for a collaborative and technical leader who thrives in fast-paced environments, understands the voice of the customer, and can scale both systems and people with intention.What You’ll OwnCustom Solutions: You’ll lead a team of solution engineers that supports our customers’ needs through advanced product configuration, integrations, and platform expertise. Your team will serve as technical experts during throughout the entire customer lifecycle, ensuring every solution is aligned with customer goals and scalable over time.Product Influence and Collaboration: You’ll work closely with Product, Engineering, and Customer Success to ensure alignment between customer needs and roadmap execution. You’ll escalate trends and feature gaps to influence product priorities and improve the customer experience.Ongoing Technical Support: You’ll oversee our technical support function, including our Customer Support Engineers, to ensure timely resolution of cases and exceptional customer experiences with our team. You’ll implement best-in-class support operations, documentation practices, and communication strategies across a wide range of customer requests.Operational Excellence: You’ll own support metrics, technical enablement documentation, and the systems and tools that power our customer support workflows. You’ll proactively identify opportunities for automation, knowledge base expansion, and support ticket deflection through scalable channels.What You’ll Need6+ years of experience in technical solutioning, customer support, or implementation, including 2+ years in a management or team leadership role.Experience supporting or implementing complex SaaS platforms; familiarity with Salesforce is a must.Salesforce Admin Certification (or experience managing certified Salesforce professionals).Proven ability to lead technical teams in customer-facing roles with a focus on service quality and issue resolution.Strong problem-solving skills, excellent written and verbal communication, and a passion for improving customer outcomes.Experience building or managing knowledge bases, ticketing systems, or support automation tools is a plus.What We OfferRemote-first environment and ability to work anywhere in the US within 3 hours of ESTA whole person approach to taking care of you with medical, vision, dental, disability, and life benefits401(k) retirement plan with employer matching and safe harbor vestingMeaningful work-life balance with an UPTO policy and 13 paid company holidaysAnnual wellness stipend to support your health goalsPaid maternity and parental leave policiesThe base salary range for this position is $130,000 – $160,000 annually. The actual base pay offered may vary depending on factors including the candidate’s relevant experience, education, certifications, skills, and geographic location. Veruna is proud to be an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, protected veteran status, or any other characteristic protected under applicable federal, state, or local law.Veruna participates in E-Verify to confirm the employment eligibility of all new hires. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.Originally posted on Himalayas

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