Description
The Support Services / Customer Success Lead will manage the ongoing support relationship for a City pilot and post-deployment environment. The role defines support channels, service hours, severity definitions, SLAs, response targets, and escalation paths; coordinates issue triage, incident resolution, customer communications, release communications, and service reporting; and tracks adoption, support trends, recurring issues, and platform optimization opportunities. The position requires experience in SaaS support management, service delivery, or enterprise customer success, familiarity with incident management and SLA-driven support operations, and strong client communication and issue-management skills. ITIL or service-management experience and experience supporting public-sector or regulated clients are preferred.
