Support Services Management

Key Responsibilities:

• Customer Support Coordination: Partner with the TAM to deliver best-in-class customer support, ensuring smooth onboarding for new Ultimate Support customers and maintaining a high standard of communication throughout.
• Issue Management: Review all assigned Ultimate customer issues daily, ensuring timely and accurate updates based on customer priority and business impact. Collaborate with Support Engineers and Management teams to ensure efficient resolution.
• Support Case Reviews: Lead regular support case reviews with the customer team, ensuring accurate prioritization of issues, visibility on progress, and clear next steps.
• Critical Issue Oversight: Take ownership of any critical support issues and provide ongoing personalized management and updates until resolution.
• Service Reviews: Contribute to the service review process, focusing on the performance of technical support services and identifying opportunities for improvement.
• Service Improvement Planning: Define and maintain a Service Improvement Plan (SIP), working closely with Support Delivery Managers to address areas for improvement and track progress against agreed actions.
• Root Cause Analysis (RCA): Conduct customer-specific RCA analysis following significant events, providing official Customer Facing Statements with outcomes.
• Support Health Insights: Provide insights and data on the technical health of the customer, helping evaluate the overall effectiveness of support services.