Support Success Manager
We usually respond within a week
Support Success Manager
We are looking for a customer focused individual to join our Support Team to facilitate and manage technical support based queries and deliver an exceptional services to our clients.
Efficiently and Promptly managing Support based requirements is integral to building and maintaining strong relationships to ensure that our clients have trust and confidence within our abilities to maintain and oversee their technical operation.
Summary of Position
As a Support Success Manager, your primary responsibility is to ensure the seamless delivery of support services to our clients, effectively managing their needs and expectations. You will serve as the main point of contact for clients, overseeing ticket management, conducting regular client calls, and producing insightful monthly reports.
Your role involves proactive engagement with clients to address issues, manage renewals, and explore opportunities for service enhancement. With strong communication skills, you'll collaborate closely with internal teams to maintain high service levels, adapt to evolving client needs, and drive customer satisfaction.
Key reports, duties & responsibilities
First point of contact for support clients and inbound calls
Day to-day support ticket management in Jira
Triage and processing of tickets of all levels of support
Management of ticket lists for the second line team daily
Reviewing and keeping on top of client support boards.
Managing and running Client calls; weekly, bi weekly or monthly calls, depending on tier.
Producing and managing monthly support reporting for your clients
Managing and running your client monthly service review’s
Management of your client support budgets; Including managing additional services as required
Managing your client support renewals - speaking to your clients at least 3 months before contract renewals and pulling together the new docs for renewal.
Utilising our CRM, Hubspot to log all communications and track renewal agreements and additional service agreements
Managing technology versions and upgrades conversations - keeping on top and discussing these with clients; producing additional work orders where required, with the support of the client services team.
Working with the wider Client Services team to conduct and contribute to quarterly Business Reviews.
Manage the onboarding and offboarding of Support Clients
Working with the client services team to handover any larger opportunities that sit outside of support.
Delivering an excellent quality of service to agreed service levels and understand client needs and objectives to assist in managing incidents and requests.
Understanding roles and responsibilities of client stakeholders and organisational structures to effectively manage incidents and service requests and adapt communication to meet the needs of each stakeholder.
Key Skills & Experience Required
Customer Facing experience in a Support based role
Excellent IT skills
Analytical skills – you must be comfortable working with large amounts of data
Communication skills – you must be able to present your findings and translate data and analysis into comprehensive actions
Excellent customer service skills - confident to speak to clients about issues they have raised and the resolution of these issues. Be able to be the first port of call to clients
Well organised and driven.
Commercial focus and experience of SLA Management
Ability to adapt to change, deliver in a fast-paced environment – you must be resilient to change and working towards deadlines
Having a proactive approach, with a keen desire to provide excellent customer service, and delivery for our clients
Experience of working within a team environment.
Experience with a CRM (Ideally Hubspot) as well as a Project Management ticketing system (Ideally Jira) would be advantageous but not essential.
Location: Our head office is Manchester city centre (Ancoats) - we adopt a hybrid working model (2 days in the office per week)
Salary: Dependent on Experience
Why CTI Digital?
Having recently received a £25 million investment, CTI is now on an accelerated path with growth in several areas across the business and its other brands. We are committed to ensuring our employees have the best possible opportunities to learn and develop along the way, offering continued professional development days for all levels of the business with a dedicated budget. We pride ourselves on providing high-quality services to clients and recognise the hard work that our staff do that's why we also offer many other benefits including:
- 28 days annual leave, in addition to the bank holidays
- Six days per year for your continuing professional development (CPD)
- Personal training and development fund
- Workplace nursery scheme
- Health cash plan
- Cycle-to-work scheme
- Life assurance scheme
- Flexible working hours
- Employee Assistance Programme
- Annual subscription to Leafyard, a mental wellbeing platform
- Pension 4% matched
- Free breakfast on a Monday (if in the office)
- Company socials
At CTI Digital, we are committed to fostering an inclusive, equal and diverse workplace. We encourage candidates from all backgrounds & communities to apply. If you are a skilled professional with a passion for digital transformation to help businesses succeed, we would love to hear from you. You can also find out more about our work with equality, diversity and inclusion here.
- Department
- Support Services
- Locations
- Head Office
- Remote status
- Hybrid Remote
Support Success Manager
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