Support Services / Customer Success Lead

The Support Services / Customer Success Lead is responsible for the ongoing service relationship after deployment, including support processes, SLA performance, incident response coordination, issue escalation, customer communications, and ongoing optimization.

Why this role is required for this RFP: The RFP requires a detailed description of:

• maintenance and updates
• support structure and availability
• response times and escalation procedures
• SLAs
• incident management
• knowledge bases/documentation
• delivery of updates and enhancements

This role also supports the City’s broader-adoption evaluation factor by showing the vendor can sustain long-term value beyond pilot launch.

Primary Responsibilities

• Define and manage the ongoing support model for the City’s pilot and post-deployment operations.
• Document support channels, service hours, severity definitions, SLAs, response targets, and escalation paths.
• Coordinate issue triage, communication, incident resolution, and service reporting.
• Oversee release communications, update notices, and customer-impact planning.
• Provide access to support documentation, knowledge resources, and self-service assistance.
• Track adoption, support trends, recurring issues, and opportunities for platform optimization.
• Serve as a continuity point between implementation completion and operational steady state.

Required Qualifications

• Experience in SaaS support management, service delivery, or enterprise customer success.
• Familiarity with incident management and SLA-driven support operations.
• Strong client communication and issue management skills.

Preferred Qualifications

• ITIL or service management background.
• Experience supporting public sector or regulated clients.