Note: The job is a remote job and is open to candidates in USA. Peak Technologies, Inc. has been a leader in providing enterprise mobility solutions for over 35 years. The Senior Manager, Strategic Technical Operations will manage customer relationships and oversee service delivery performance, ensuring operational excellence and customer satisfaction.
Responsibilities
- Serve as the primary technical and operational point of contact for assigned strategic accounts
- Build and maintain strong relationships with customer leadership, operational stakeholders, and executive teams
- Participate in recurring customer meetings, operational reviews, and executive business reviews
- Manage escalations and drive resolution of complex operational and technical issues
- Ensure high levels of customer satisfaction, retention, and account performance
- Coordinate and oversee technical support resources, field service teams, and third-party service providers
- Ensure service commitments, SLAs, and operational performance metrics are achieved
- Monitor service trends, operational risks, and customer requirements to proactively address issues
- Lead cross-functional efforts involving Technical Operations, Service Delivery, Engineering, Sales, and Customer Success teams
- Drive continuous improvement initiatives that enhance service quality, efficiency, and customer outcomes
- Support contract renewals, negotiations, and ongoing customer engagement activities
- Identify operational improvements and strategic opportunities that strengthen customer partnerships
- Partner with Sales and Leadership teams on account planning, growth strategies, and customer retention initiatives
- Provide regular operational updates and performance reporting to senior leadership
- Coordinate internal and external resources supporting strategic customer programs
- Manage workload prioritization and resource planning
- Establish performance metrics and accountability measures across support teams
- Drive operational consistency, documentation, and best practices
- Lead special projects and strategic initiatives as assigned
Skills
- Bachelor's degree or equivalent combination of education and experience
- 8+ years of experience in technical operations, service delivery, customer support, field services, or related operational leadership roles
- Experience managing large enterprise customer relationships
- Proven ability to lead cross-functional teams and influence stakeholders without direct authority
- Strong background in operational problem-solving and customer escalation management
- Excellent communication, presentation, and relationship-building skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience supporting large national or global enterprise accounts
- Experience with logistics, transportation, supply chain, mobility, barcode, RFID, warehouse automation, or field service technologies
- Experience managing third-party service providers and outsourced support organizations
- Contract management and customer commercial negotiation experience
- Project or program management experience
Company Overview