Platinum Support Manager
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Job Description
Platinum Support Manager overseeing a portfolio of Platinum accounts in technical support. Leading interactions between customers and various internal departments to ensure a unified support experience.
Responsibilities:
- Manage and interface with a portfolio of assigned customers
- Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Customers
- Develops relationships with key business and technical stakeholders across assigned accounts
- Runs regular case and metric review meetings
- Communicates status of customer issues and overall health internally as necessary, within Support, to other departments and to executives
- Manages escalated Customer issues through to resolution, in conjunction with Escalation Manager
- Understands the Customer's customizations and technical needs and is able to communicate these to other departments
- Works with the AM to inform and plan with the customer: Upgrades and other rollouts, Upcoming maintenance events
Requirements:
- 7+ years of customer facing experience, ideally in a Technical Account manager, Platinum Support manager, Project Manager or Escalation manager role
- 7+ years of experience implementing, administering or supporting enterprise software applications
- Strong organizational skills
- Excellent presentation skills
- Willingness to travel occasionally
- Bachelor degree in IT-related field, or equivalent work experience
- Experience working with Case management systems, preferably SFDC
- Understanding of cloud-based environments, including SaaS and PaaS
- Ability to work in a globally distributed team environment, across multiple time zones
- Ability to develop reports, review data and communicate metrics.
Benefits:
- Medical, dental and vision insurance
- Paid time off and sick leave
- Tuition reimbursement
- 401(k) contributions and employer match
- Flexible spending accounts
- Life insurance
- Disability coverage
- Commuter subsidy for office-assigned employees
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