Senior Customer Technical Manager

Responsibilities\n\n- Own the portfolio of worldwide eGain customers as the primary technical point of contact\n- Drive the timely resolution and escalation of all customer issues and enhancements coordinating across Support, Services, Engineering, and Product\n- Coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication\n- Track and identify adoption gaps\n- Collaborate with cross functional teams to address adoption gaps and resolve systemic issues affecting multiple customers\n\nEducation and Experience\n\n- Bachelor’s degree in a STEM discipline\n- 3 to 5 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services)\n- Strong working knowledge of AI Technology Solutions, APIs, and integration patterns\n- Proven track record of owning and resolving high-severity customer escalations\n- Demonstrated ability to mentor or coach peers\n\n#J-18808-Ljbffr