modeln - Model N - Manager, Support Operations

• We are also beginning to introduce AI-enabled capabilities such as knowledge generation and intelligent intake to support both customers and engineers. This role will help ensure these tools are implemented thoughtfully enhancing, not oversimplifying, complex support workflows. • This role will partner closely with Support, Product, Engineering, Customer Success, and IT to improve visibility, consistency, and effectiveness across the support experience. • 8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environmentExperience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability developmentExperience working closely with technical support or support engineering teamsDemonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and executionDemonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving dataInterest in applying emerging technologies (including AI) to improve support workflows and knowledge managementHands-on experience with Salesforce Service Cloud (configuration, workflows, reporting)Experience with either Forethought or Agentforce.Strong analytical skills with the ability to translate ambiguous data into clear insights and recommendationsAbility to operate both strategically and tacticallySome Travel may be required for company meetings and industry events. • What Success Looks Like • Clear, trusted visibility into support demand and performanceImproved alignment between support work and product/engineering prioritiesMore consistent and structured support workflows without reducing effectivenessA support system that is understandable, maintainable, and adaptable over timeInnovative use of modern tools to increase team capacity and improve the customer experience. • We are seeking a hands-on Manager of Support Operations to establish and evolve the operational foundation for a highly technical, engineer-led support organization. • This role will focus on bringing clarity and structure to complex support workflows, building reliable reporting and metrics, and improving how support insights inform product and engineering decisions. While this role includes strategic ownership of the support operations roadmap, success will come from the ability to operate close to the work, understanding how issues are solved and designing systems that support that reality. • At Model N, your well-being and growth matter. That’s why we offer a robust total rewards package designed to help you thrive personally and professionally. Our benefits include: • Unlimited PTO for salaried employees – because flexibility fuels success • Comprehensive medical, dental, and vision coverage • Health Savings & Flexible Spending Accounts • 401(k) with company match to invest in your future • Volunteer Time Off (VTO) to give back to causes you care about • Life and pet insurance for peace of mind • Employee Assistance & Mental Health Programs • Charitable giving opportunities • Professional coaching and career development • …and much more. • At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills. • The base salary for this position will be $145,000 - $195,000.  If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters.  We are constantly opening up new positions and you might match another opening at a different level.