Full-Time
Premium Support Manager
Confirmed live in the last 24 hours
Cloud-based quality and manufacturing management software
Senior
United Kingdom
- Extensive experience leading Premium support initiatives in a technical setting.
- Proficiency in overseeing a Technical Account Management team, catering to Enterprise clientele, ideally within a SaaS company.
- Industry familiarity in life sciences and/or manufacturing is advantageous.
- Strong aptitude in project management.
- Effective planning, organization, and prioritization skills to ensure timely goal achievement.
- Preference for SCP, ITIL, HDI, KCS, IASSC Black Belt Certifications, HDI KCS Fundamentals Certification
- Lead team coaching initiatives focused on Service Excellence, emphasising outstanding verbal and written communication abilities.
- Ensure the team possesses the required knowledge and skill set to provide best in class Premium support.
- Oversee global staffing to guarantee sufficient coverage for Premium customers.
- Analyse customers' needs and propose additional enhancements to augment the Premium Support Program.
- Generate statistical reports and offer strategic recommendations as necessary.
- Document best practice processes and procedures to optimize customer success.
- Contribute to the development of Standard Operating Procedures (SOPs) and Work Instructions for Customer Support.
- Ensure assigned departmental projects are successfully completed.
- Promote active team involvement in the creation of Knowledge Base articles.
- Serve as the primary contact for critical issues or politically escalated customers.
- Manage compensation and promotions in alignment with HR policies.
- Collaborate with HR on recruitment endeavours.
- Facilitate team-building activities, conduct regular 1:1's and cross functional meetings.
- Fulfil other duties as assigned.
MasterControl specializes in cloud-based Manufacturing Execution and Quality Management Software Solutions, designed to automate compliance and quality event documentation for companies in highly regulated industries. Working here means joining a team that is committed to quality and efficiency, contributing to significant advancements in digital manufacturing. The company is a leader in integrating cloud-based platforms for manufacturing execution, which are pivotal in achieving a paperless, errorless production environment, ensuring a future-facing approach to industrial challenges.
Company Stage
Series A
Total Funding
$157M
Headquarters
Cottonwood Heights, Utah
Founded
1993