Technical Support & Implementation Manager

About the Team

The Technical Customer Support Team is a dynamic and collaborative group focused on providing exceptional technical assistance and seamless onboarding and implementation experiences to Mural's customers. We foster a culture of continuous improvement, knowledge sharing, and customer advocacy. This team plays a crucial role in Mural's success by ensuring customer satisfaction, driving product adoption, and providing valuable feedback to shape our product roadmap.

Your Mission

You will lead and mentor a team of customer-facing specialists, ensuring technical needs are met with efficiency and expertise. You will drive the team to excel in technical support and implementations, fostering a proactive and solution-oriented approach. Your leadership will be instrumental in optimizing workflows, enhancing team productivity, and championing customer satisfaction. Ultimately, you will contribute to strengthening customer relationships and advocating for their needs within Mural.

What You’ll Do

• Lead, mentor, and empower a team of Technical Support Specialists, fostering their professional growth and development, including the creation and maintenance of necessary technical documentation and knowledge base articles.
• Oversee technical customer support and implementation projects, ensuring timely and successful delivery based on customer requirements, including product set-up, SSO/SCIM configuration, IP allowlisting, data residency migrations, and configuring new domains.
• Collaborate with Product Management to provide customer insights, contribute to tooling development for improved efficiency, and influence the product roadmap.
• Drive continuous improvement of technical support and implementation workflows, identifying and implementing innovative solutions to enhance the customer experience.
• Manage and resolve customer escalations, serving as a point of contact for complex technical issues and ensuring customer satisfaction.

What You’ll Bring

• 2+ years of experience managing a customer facing technical team, with a proven track record of leading and developing technical specialists.
• 5+ years of experience in technical implementation or technical support within a B2B SaaS environment, demonstrating a strong understanding of enterprise-grade software.
• Proven ability to create and implement technical workflows and processes to improve team efficiency and customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with a passion for identifying root causes and implementing effective solutions.
• A customer-centric mindset with a focus on advocacy and a passion for helping customers achieve their goals.
• Experience working cross-functionally with Product Management, Engineering, and Customer Success teams to drive customer-focused outcomes.
• Comfort using AI tools to enhance workflows, efficiency, or decision-making (required for non-technical roles)

Equal Opportunity

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.