Service Support Manager

Hi, All

Service Support Manager

Location: Noida

Experience: 1+

NP-15 -30 Days

Skills: Customer Support, Troubleshooting

Drive on Tuesday 4th Feb 2025

Position Summary

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 MNC 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 MNC 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 MNC 's 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

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 favor 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 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