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Service Support Manager
2 months ago
Hi connections
Teamware is hiring for Support service Manager role
The Support Service Manager (SSM) will
coordinate and collaborate with Ultimate support plan customers as well as
internaltechnical 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 You’ll 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
alongsidebusiness objectives and strategy. You possess strong
problem-solving skills, are forward-thinking and have experience working with
data sets to identify common data trends.
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
You have with strong mentoring and
coaching skills enabling our team members to deliver their best. You focus on
long term sustainable strategic improvements in favour of short-term results.
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 stakeholders in order 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
If interested do share cv to
