Position Summary

As a member of the Support Service Management team, we provide a personalized support service to our Ultimate Support plan customers. The SSM is a critical role included as part of the customer facing team for our Ultimate customers, focusing on the provision of a personalized support service that provides transparent customer communications, regular updates, insights and guidance in collaboration with the Technical Account Manager.

The Support Service Manager (SSM) will coordinate and collaborate with Ultimate support plan customers as well as internal technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved transparency during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success and Consulting Services organizations.





What You'll Do

Key aspects of this role include the following activities:
Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for recent Ultimate customers
Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customer priority and business impact description and in collaboration with Support Engineers and Management team
Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps
Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue
Contributes to the service re

📌 Support Service Manager Noida (India)
🏢 Trigent Software
📍 India