Senior Manager, Product & Data Support

Definitive Healthcare is building a new Product & Data Support function and seeks a Senior Manager to lead it. This role will design and operate systems to connect product and data knowledge to sales, customer success, and solutions engineering teams, reducing escalations to Product and Engineering. You will own the Tier-2 support operating model end-to-end, including intake, triage, coordination, resolution, and knowledge capture, and will hire and develop a small team.

• Define the operating model, workflows, tooling, and knowledge infrastructure for a new support function
• Provide a Tier-2 support layer to reduce reliance on Product & Engineering
• Establish clear ownership, SLAs, and escalation paths across commercial teams
• Improve resolution times, reduce escalations, and eliminate repeat issues
• Hire, onboard, and develop a small team of product/data support specialists
• Build an AI-assisted self-service layer to reduce ticket volume