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Technical Support Account Manager

  • Sector: ConSol UK Software Development
  • Contact: Tom Carpenter
  • Contact Email: tom.carpenter@consolpartners.com
  • Start Date: ASAP
  • Client: ConSol Partners
  • Location: Godalming
  • Salary: Up to £60000 per annum
  • Expiry Date: 05 July 2022
  • Job Ref: BBBH398252_1656409609

Technical Support Account Manager

Permanent Position for Award-Winning Software Company

Start: ASAP

Location: Godalming, Surrey (Hybrid Working)

Role Summary:

We are seeking a UK based Technical Support Account Manager (TSAM), as part of our Global Support Team. Technical Support Account Managers are the interface between the clients technical operations teams and our Enterprise (tier 1) clients under a premium support offering, creating strong service relationships at all levels and increasing customer satisfaction and retention.

You will advocate the clients, by ensuring that technical issues are addressed in a professional and efficient manner. TSAMs work closely with Customer Success Managers to keep abreast of technical issues, but remove the technical support burden for the CSMs, allowing them to focus on customer relationships. You will also be responsible for aspects of support readiness, support improvements, and technical escalation management.

Key Responsibilities:

  • Act as the client's main escalation point of contact for technical support.
  • Advocate clients' technical support needs within the company to ensure service and business goals are aligned to meet their needs, the appropriate resources are in place working effectively and acceptable resolutions are in place in a timely manner.
  • Maintain regular communication as well as organize support service review meetings to discuss support activity and performance.
  • Develop, track and meet support account management goals and strategies.
  • Escalate support issues that need further investigation or prioritization within the company and manage them through to resolution.
  • Help reduce support costs while increasing customer satisfaction by analysing trends, survey results and service levels, recommending ways to eliminate call drivers and identifying gaps and opportunities for process improvements.
  • Track, monitor and report the results of client tickets and incidents supporting the reporting needs of both clients and our company.
  • Collaborate seamlessly with internal teams as required, becoming the communication liaison for customer technical operations across the board (sales, deployment, product, etc.)
  • Collaborate closely on all upgrades or go-live activities and services for existing clients.
  • Maintain client specific information and documentation for support

Key Experience:

  • 5+ years relevant customer-facing service, account or project management experience working in high-tech service-oriented organisations, supporting SaaS products and environments
  • A good understanding of SaaS business organisation and sales and service operation cycles
  • Experience collaborating remotely with colleagues and clients across different time zones and locations
  • Knowledge and experience with current enterprise-level technology
  • Escalation management experience

It would also be great if you have:

  • ITIL and Project Management certifications
  • Previous support engineering experience

Plenty of benefits being offered with this position as well which can be discussed in further communication regarding the position.