Manager, Customer Experience

Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. They are seeking a hands-on Manager of Customer Experience to establish and evolve the operational foundation for a highly technical support organization, focusing on improving workflows and integrating AI capabilities.

Responsibilities:

• Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals
• Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility)
• Balance short-term stabilization needs with longer-term improvements in systems, data, and processes
• Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform
• Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions
• Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows
• Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity
• Partner with internal teams and external partners to maintain data integrity and system reliability
• Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practice
• Improve case intake, categorization, and routing to better align with product areas and team expertise
• Identify inconsistencies in how work is performed and introduce structure where it adds clarity and value
• Define and implement a core set of support metrics that reflect both operational health and customer impact
• Build reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain points
• Translate support activity into actionable insights for Product and Engineering
• Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teams
• Explore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support cases
• Identify opportunities to reduce friction in workflows while respecting the complexity of the work
• Introduce improvements incrementally, with a focus on adoption and real impact
• Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionable
• Help establish feedback loops that connect customer issues to product improvements
• Partner with leadership on prioritization of operational and product-related improvements
• Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growth
• Provide clarity, prioritization, and direction in an evolving environment
• Operate as the primary owner of support operations, influencing without authority across experienced teams
• Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnership
• Partner closely with Support leadership to align team priorities, capacity, and outcomes to business needs
• Drive cross-functional collaboration by enabling teams with tools, insights, and scalable processes

Requirements:

• 8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environment
• Experience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability development
• Experience working closely with technical support or support engineering teams
• Demonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and execution
• Demonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving data
• Interest in applying emerging technologies (including AI) to improve support workflows and knowledge management
• Hands-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 recommendations
• Ability to operate both strategically and tactically
• Some Travel may be required for company meetings and industry events