Migration & CX Lead, Remote – SaaS Go-Lives
OpenKrill
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Job summary
Archy is seeking a Manager of Customer Experience IT (CXIT) to lead a Migration Technical Customer Support team responsible for go-live steps including data migrations and imaging. This player-coach role reports to the Head of Onboarding and balances coaching with hands-on work, decreasing as the team scales.
You will guide complex migrations, build scalable processes, and partner with Onboarding, Product, and Engineering to improve go-live success.
Qualifications
- 3+ years leading technical support or IT teams with coaching focus.
- Hands-on background with remote desktop tools, VMs and scripting.
- SaaS experience in healthcare preferred; dental imaging knowledge a plus.
- Able to translate field issues into actionable product feedback.
- Proactive use of AI tools to streamline workflows.
- Able to explain technical concepts to non-technical staff.
Responsibilities
- Direct, coach, and grow a team of migration specialists.
- Own migration playbooks, runbooks, and documentation.
- Ensure end-to-end go-live readiness and SLA adherence.
- Collaborate with Onboarding, Product, and Engineering.
- Track CXIT metrics and manage escalation resolution.
- Provide coverage during migrations and go-lives.
Skills
Education
Tools
Job description
Archy is seeking a Manager of Customer Experience IT (CXIT) to lead a Migration Technical Customer Support team responsible for go-live steps including data migrations and imaging. This player-coach role reports to the Head of Onboarding and balances coaching with hands-on work, decreasing as the team scales.
You will guide complex migrations, build scalable processes, and partner with Onboarding, Product, and Engineering to improve go-live success.
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