Senior Manager, Technical Support - Remote in the Philippines

Turnitin LLCManila

Remote Full-time

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Experience Level

Senior Level Manager

Qualifications

Essential Qualifications:Bachelor’s degree or equivalent experience. Proven track record in building strong customer relationships. A minimum of 10 years in customer care roles, demonstrating success. At least 3 years of leadership or supervisory experience. Experience in developing and executing projects effectively. Exceptional written and verbal communication skills. Strong organizational and analytical capabilities. Subject matter expertise in relevant products. Desirable Qualifications:Commercial awareness of the education sector. Familiarity with CRM systems, particularly Salesforce. Personal Attributes:Proactive and results-driven mindset. Strong passion for education and enhancing customer experiences. Able to thrive in a fast-paced environment while managing multiple priorities.

About the job

Key Responsibilities:

Oversee a team of specialists and supervise team leads across various Turnitin products.
Actively engage in managing responses to service outages and contribute to post-mortem analysis with a focus on customer satisfaction.
Identify areas for improvement and potential risks, taking proactive measures to minimize impact on customers and team dynamics.
Provide regular performance reporting and metrics to track key performance indicators (KPIs) and share insights with the Support Director.
Set clear performance goals for individual team members and the overall team, conducting reviews and offering constructive feedback.
Ensure adherence to established processes and procedures within the team.
Collaborate with Turnitin leadership to enhance operational efficiency and effectiveness through refined processes and systems.
Support user inquiries by engaging in direct client communication through email and other channels.
Manage escalations from Product Specialists and coordinate with relevant stakeholders.
Partner with the Knowledge and Quality team to equip team members with necessary knowledge and skills.
Foster team development through coaching, performance management, and regular one-on-one meetings.
Work collaboratively to establish ongoing training and development programs for the support community.
Lead and manage internal projects while being a key participant in cross-functional initiatives.
Continuously evaluate team performance and seek opportunities for process improvement.
Participate in recruitment efforts for your team as needed.
Identify and spearhead continuous improvement projects related to team and product support.
Understand Turnitin's value proposition and effectively communicate it to ensure your team's readiness to respond to client inquiries.

About Turnitin LLC

Joining Turnitin means becoming part of a renowned organization that has been at the forefront of the global education sector for over 25 years. Our mission is to foster integrity, consistency, and fairness in education through innovative solutions. Turnitin's products are utilized by educational institutions and professional organizations to enhance academic performance and uphold integrity. We offer a remote-first culture that empowers you to work purposefully and flexibly, complemented by a comprehensive benefits package focused on your well-being. Our diverse team is united by a shared commitment to making a meaningful impact in education.

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As a Senior Manager of Technical Support at Turnitin, you will lead multiple teams of Specialists and Team Leads, ensuring exceptional support for our user base while fostering continuous improvement in team performance and capabilities.Key Responsibilities:Oversee a team of specialists and supervise team leads across various Turnitin products.Actively engage in managing responses to service outages and contribute to post-mortem analysis with a focus on customer satisfaction.Identify areas for improvement and potential risks, taking proactive measures to minimize impact on customers and team dynamics.Provide regular performance reporting and metrics to track key performance indicators (KPIs) and share insights with the Support Director.Set clear performance goals for individual team members and the overall team, conducting reviews and offering constructive feedback.Ensure adherence to established processes and procedures within the team.Collaborate with Turnitin leadership to enhance operational efficiency and effectiveness through refined processes and systems.Support user inquiries by engaging in direct client communication through email and other channels.Manage escalations from Product Specialists and coordinate with relevant stakeholders.Partner with the Knowledge and Quality team to equip team members with necessary knowledge and skills.Foster team development through coaching, performance management, and regular one-on-one meetings.Work collaboratively to establish ongoing training and development programs for the support community.Lead and manage internal projects while being a key participant in cross-functional initiatives.Continuously evaluate team performance and seek opportunities for process improvement.Participate in recruitment efforts for your team as needed.Identify and spearhead continuous improvement projects related to team and product support.Understand Turnitin's value proposition and effectively communicate it to ensure your team's readiness to respond to client inquiries.

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Technical Account Manager

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Full-time|On-site|Philippines - Manila

At NiCE, we believe in pushing boundaries and embracing challenges. We are a dynamic team of innovators and achievers, always striving for excellence. If you share our ambition and have a passion for success, we invite you to consider a rewarding career with us that ignites your potential.What does the role entail?As a Technical Account Manager (TAM) at NiCE, you will be a key player in our mission to deliver unparalleled service and technical solutions to our valued clients. Your expertise will be crucial in exceeding customer expectations, refining our processes, and driving our company’s growth goals. You will tackle intricate issues, ensuring client satisfaction while empowering them to fully utilize our cutting-edge technology and services.Your impact will be significant in the following areas:Client Success Advocate: Establish yourself as a trusted advisor, adeptly addressing complex technical issues and ensuring clients achieve success with NiCE's offerings.Strategic Relationship Building: Cultivate strong, collaborative partnerships with clients, fostering trust and long-lasting relationships.Exceptional Service Delivery: Work collaboratively across teams to provide outstanding technical support and customer service.Technical Proficiency: Utilize your in-depth knowledge of NiCE products to diagnose client issues and enhance their solutions.Client-Focused Approach: Thoroughly understand each client’s business needs and identify ways to maximize their success with our solutions.Effective Communication: Create and present compelling presentations that highlight client achievements and share best practices. Educate clients on maximizing their investment in our products.Continuous Improvement: Actively participate in enhancing NiCE products and services through client feedback and recommendations.

Apr 13, 2026

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Enterprise Account Executive - Manufacturing SaaS Sales

Anaplan

Full-time|On-site|Manila, Philippines

Join Anaplan, a pioneering team dedicated to enhancing business decision-making through our cutting-edge AI-driven scenario planning and analysis platform. Our aim is to empower customers to excel in their industries and outperform the competition.At Anaplan, our unified vision is to ensure our customers' success, supported by a culture that celebrates innovation and teamwork.We proudly serve a distinguished list of clients, including Fortune 50 companies like Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, as part of a global network of over 2,400 companies who trust our exceptional platform.Our Winning Culture fosters a diverse environment where all ideas are valued, leadership is embraced at every level, and ambitious goals are pursued with enthusiasm. We take pride in recognizing and celebrating both major and minor achievements.Guided by our strategic principles, which emphasize value-driven actions and disciplined execution, you will find inspiration, connection, development, and recognition. We welcome your unique contributions to build the future together!Position Overview: Anaplan is seeking an Enterprise Account Executive to leverage your proven expertise in selling sophisticated technology solutions and managing accounts. In this role, you will educate industry leaders on the transformative potential of Anaplan's connected planning solutions, facilitating seamless decision-making and future-ready business strategies.As a pivotal player in Anaplan’s growth trajectory and digital transformation efforts, you will report directly to the Regional Vice President (RVP) and manage a portfolio of 15-20 accounts within a defined geographical territory, comprising both new and existing clients. This position requires a proactive approach to expanding our footprint within the manufacturing sector.

Feb 27, 2026

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Senior Technical Account Manager

NiCE

Full-time|On-site|Philippines - Manila

At NiCE, we embrace challenges without limits and set ambitious goals that drive our success. Join us as we redefine industry standards and create a fulfilling career path that ignites your passion.What does the role entail?The Senior Technical Account Manager serves as a key resource in account management, program/project management, and technical resolution, achieving excellence in a dynamic environment. This vital position is essential for exceeding customer expectations, enhancing processes, and driving company growth through collaboration with cross-functional teams.This professional addresses complex challenges while delivering exceptional technical and customer service to enterprise-level accounts. By leveraging top-tier resources, they empower strategic customers to navigate issues, maximize our technology and services for business success, boost product adoption, and foster long-term loyalty.How will you make an impact?Act as the primary advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and continuous customer education.Work closely with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure effective implementation with appropriate resources.Build and maintain strong relationships across all levels of the customer's organization, from front-line management to senior leadership.Gain a deep understanding of customers’ business objectives and drive ROI with NiCE’s offerings, becoming a trusted partner and advisor.Engage with cross-functional teams to resolve technical challenges, ensuring issues are addressed within SLA targets, thus enhancing overall customer satisfaction.Coordinate and synchronize projects to ensure alignment with overarching strategy and successful completion, either managing personally or partnering with Project Managers.Utilize extensive technical knowledge of NiCE products and related technologies to implement solutions that accelerate customer success.Conduct regular service and technology reviews, ensuring timely and clear communication with customers while effectively managing escalations.Provide coaching and mentoring, leading escalations and contributing to team and company-wide success through improvement initiatives and the sharing of expertise.Identify and recommend enhancements to products and services, contributing to enterprise-level strategy.

Apr 7, 2026

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Senior Technical Account Manager

NiCE

Full-time|On-site|Philippines - Manila

At NiCE, we embrace challenges without limits; we consistently push the boundaries of what’s possible. Our ambition drives us to be game changers in our industry, always striving to exceed expectations. If you share our passion for excellence and are ready for a career that ignites your potential, we want to hear from you!What does this role entail?The Senior Technical Account Manager is a seasoned expert in account management, program and project management, and technical troubleshooting. This pivotal role ensures we not only meet but exceed customer expectations, enhancing both our processes and technology while contributing significantly to our company’s growth through collaboration with cross-functional teams.In this essential position, you will tackle complex challenges and deliver outstanding technical support and customer service to our enterprise-level clients. By working closely with top talent across the organization, you will empower strategic customers to resolve issues, effectively utilize our technology and services for business success, enhance product adoption, and cultivate lasting loyalty.How will you make a difference?Act as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA compliance, and ongoing customer education.Collaborate with Sales and Sales Engineering teams to identify customer opportunities, mitigate risks, and guarantee successful implementation with appropriate resources.Build and nurture strong relationships with all levels of the customer’s organization, from front-line management to senior executives.Gain a deep understanding of customers’ business objectives and drive ROI through NiCE’s products and services, positioning yourself as a trusted partner and advisor.Engage cross-functional teams to swiftly resolve technical challenges, ensuring all issues are addressed within SLA targets to improve overall customer satisfaction.Coordinate and align projects with the overall strategy, ensuring successful completion, either by managing personally or collaborating with Project Managers.Utilize your extensive technical knowledge of NiCE products and technologies to implement effective solutions that accelerate customer success.Conduct regular service and technology reviews, ensuring timely and clear communication with customers, while adeptly managing escalated situations.Provide coaching and mentoring to team members, leading escalations where necessary, and contributing to the overall success of the team and company by driving improvements and sharing your expertise.Identify and recommend enhancements to products and services, contributing to the strategic direction of enterprise-level initiatives.

Apr 10, 2026

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