Platinum Support Manager

We are seeking a dedicated Platinum Support Manager (PSM) to backfill a current vacancy. This role is integral to delivering a premium technical support experience for our customers who have opted for Platinum Support an enhanced service offering with a 12% uplift on the subscription value. The PSM will manage a portfolio of 14 customers, representing an Annual Recurring Revenue (ARR) of $13.4 million. Role Summary The PSM serves as a trusted technical advisor and liaison, ensuring a seamless support experience by bridging communication between Support, Engineering, and Product teams. This role requires a strong understanding of both the technical and business aspects of each customer s ServiceMax implementation and acts as the customer s Technical Account Manager post-implementation. Key Responsibilities Build and maintain strong relationships with key business and technical stakeholders across assigned accounts. Lead regular case reviews and performance metric discussions. Provide timely updates on customer issues and account health to internal teams and leadership. Participate in customer-facing meetings, including Quarterly Business Reviews. Represent the customer s voice internally to drive continuous improvement. Manage escalated issues in collaboration with the Escalation Manager. Understand and communicate customer-specific customizations and technical needs. Collaborate with Account Managers to coordinate: Upgrades and rollouts Maintenance schedules Company events and communications Monitor and follow up on customer satisfaction through surveys, feedback, and post-mortem reviews. Share technical best practices and relevant updates with customers. Contribute to and review knowledge base articles, especially those related to Platinum Support processes. Required Skills Experience Strong organizational and communication skills. Ability to work effectively in a globally distributed team across time zones. Minimum of 5 years of experience in software technology, ideally in a support capacity. Familiarity with cloud-based environments, including SaaS and PaaS. Bachelor s degree in an IT-related field or equivalent professional experience. Willingness to travel occasionally. Preferred Qualifications Salesforce Administrator 201 and/or Advanced Administrator 211 certifications. Project management experience. Familiarity with technologies supporting SaaS applications (e.g., XML, Web Services, HTML, PHP, .NET, Java, JavaScript).