Strategic Premium Support Lead

2 days ago


Basingstoke, Hampshire, United Kingdom Master Control Full time

Overview

MasterControl, a leading international software solutions company, is seeking an experienced Strategic Premium Support Lead to oversee its cross-functional team in delivering exceptional support to premium customers. With a strong focus on quality standards and customer satisfaction, this role will play a vital part in driving business growth and customer success.

About the Role

We are offering a highly competitive salary of $120,000 - $150,000 per annum, depending on experience, for this dynamic position based in our state-of-the-art facilities. As a Strategic Premium Support Lead, you will be responsible for leading a team of Technical Account Managers in providing best-in-class support to Enterprise clientele, ensuring seamless issue resolution and timely goal achievement.

Key Responsibilities

  • Lead coaching initiatives focused on Service Excellence, emphasizing outstanding communication skills and knowledge sharing.
  • Oversee global staffing to guarantee sufficient coverage for Premium customers, fostering a culture of collaboration and empowerment.
  • Analyse customers' needs and propose additional enhancements to augment the Premium Support Program, driving business growth and customer satisfaction.
  • Generate statistical reports and offer strategic recommendations to optimize customer success and improve operational efficiency.
  • Document best practice processes and procedures to optimize customer success, contributing to the development of Standard Operating Procedures (SOPs) and Work Instructions for Customer Support.
  • Serve as the primary contact for critical issues or politically escalated customers, maintaining a high level of professionalism and customer satisfaction.
  • Manage compensation and promotions in alignment with HR policies, ensuring fairness and equity within the team.
  • Collaborate with HR on recruitment endeavours, focusing on attracting top talent and building a diverse and inclusive team.
  • Facilitate team-building activities, conduct regular 1:1's and cross-functional meetings, promoting a culture of open communication and collaboration.

Requirements and Qualifications

  • Extensive experience leading Premium support initiatives in a technical setting, ideally within a SaaS company.
  • Proficiency in overseeing a Technical Account Management team, catering to Enterprise clientele, with a proven track record of success.
  • Demonstrated capability to inspire and empower team members, fostering a culture of collaboration and excellence.
  • Possession of self-awareness and adept self-management skills, with the ability to work effectively in a fast-paced environment.
  • Industry familiarity in life sciences and/or manufacturing is advantageous, with a strong understanding of regulatory requirements and industry trends.
  • Strong aptitude in project management, with effective planning, organization, and prioritization skills to ensure timely goal achievement.
  • SCP, ITIL, HDI, KCS, IASSC Black Belt Certifications, HDI KCS Fundamentals Certification is a plus.

Working Conditions and Physical Demands

  • Ability to communicate effectively in writing, in person, over the telephone and in email.
  • Ability to operate a computer and work at a desk for extended periods of time.
  • Some travel required, approximately 10-15% of the time.


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