Support service manager

Role & responsibilities

Experience in Enterprise Support or B2B Support, Escalations handling, Incident management and any ticketing tool exposure with Excellent communication skills we are preffering.

As a member of the Support Service Management team, we provide a personalized support service to our Ultimate Support plan customers. The SSM is a critical role included as part of the customer facing team for our Ultimate customers, focusing on the provision of a personalized support service that provides clear customer communications, regular updates, insights and guidance in collaboration with the Technical Account Manager.

The Support Service Manager (SSM) will coordinate and collaborate with Ultimate support plan customers as well as internal technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved transparency during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success and Consulting Services organizations.

What Youll Do

Key aspects of this role include the following activities:

• Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers.
• Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customer priority and business impact description and in collaboration with Support Engineers and Management team.
• Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps.
• Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue.
• Contributes to the service review, focusing on performance of the technical support service delivery provided during the review period, identifying areas of success and opportunities for improvement.
• Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified.
• Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
• Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer.

What you need to succeed

Business insight

You will need a high-quality business and strategic sense. You understand the need to balance Customer needs alongside company business objectives and strategy. You possess strong problem-solving skills and are forward-thinking.

You appreciate the level of engagement required for premium support service delivery and can project the value of the Ultimate Support Plan and ensure consistent service quality.

Results Focus

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Influential

Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering.

Strong Communication Skills

• Highly articulate and presents plans and ideas in a compelling manner.
• Communicates passion, energy and enthusiasm.
• Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them.
• Able to build and communicate customer service reviews and set expectations according to business decisions.

Support Experience

You will have extensive experience supporting high profile Enterprise customers and/or have successfully led a software and/or SaaS-based technical support team, are a creative problem solver who is passionate about customer success and premium service delivery.

You have experience in and enjoy collaborating with a wide range of colleagues to meet key performance indicators.

Experience with developing and implementing Service Improvement Plans, ITIL or incident management would also be beneficial.

Excellent organizational skills: ability to prioritize, manage, multi-task and implement projects multi-functionally.

Work hours completely US based- EST & PST

Qualifications and Skills Requirement:

1.

1. A degree in Computer Science, Information Technology, Business Administration, or a related field is preferred

2. Strong written and verbal communication skills with the ability to convey passion, energy, and enthusiasm. Capable of handling C-level customer communications and creating action plans

3. Must have worked in Customer Service industry with a good exposure of handling Enterprise customers

4. Familiarity with Digital Marketing, ITIL principles and incident management would be an added advantage