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Strategic Operations Lead for Premium Support

2 months ago

Basingstoke, Hampshire, United Kingdom MasterControl Full time
Premium Support Manager

As a Premium Support Manager at MasterControl, you will oversee a global team of Technical Account Managers in delivering exceptional support to our premium clients. This role involves managing staffing and performance, generating weekly statistics, and providing strategic recommendations to enhance efficiency and customer success.

In this position, you will lead coaching initiatives focused on Service Excellence, emphasizing strong verbal and written communication skills. You will ensure your team has the necessary knowledge and skill set to provide top-notch Premium support. Additionally, you will analyze customer needs and propose enhancements to augment the Premium Support Program.

Your responsibilities will include documenting best practices, contributing to Standard Operating Procedures (SOPs) and Work Instructions for Customer Support, and ensuring successful completion of assigned departmental projects. You will also manage compensation and promotions in alignment with HR policies and facilitate team-building activities, regular 1:1's, and cross-functional meetings.

We are looking for an experienced leader who has managed Premium support initiatives in a technical setting. A proven track record of overseeing a Technical Account Management team catering to Enterprise clientele, ideally within a SaaS company, is essential. Strong self-awareness, adept self-management skills, project management abilities, and effective planning, organization, and prioritization skills are also required.

A Bachelor's degree in a related field and relevant work experience are preferred. Certification in SCP, ITIL, HDI, KCS, or IASSC Black Belt would be an asset. The ability to communicate effectively in writing, in person, over the telephone, and via email is crucial. Some travel may be required.