Premium Support Manager

MasterControl (www.MasterControl.com) is an international software solutions company that provides software tools to regulated organisations to help those organisations comply with rigid quality standards. Our customers include medical device, pharmaceutical, and food companies, most of which must conform to FDA or similar regional regulations. We also serve general manufacturing companies seeking ISO certification. MasterControl’s software helps companies get their products to market faster while reducing overall costs and increasing internal efficiency. 

ROLE SUMMARY

The Premium Support Manager manages a cross geo team of Technical Account Managers, TAM’s, in their support of our Premium customer base.  Facilitating the team’s development, progress and efficiency is a primary component of the role.  The Premium Support Manager will be responsible for staffing and performance management.  The role ensures proper handling, escalation, and resolution of customer issues according to established procedures.  The Premium Support Manager is responsible for generating applicable statistics on a weekly basis and providing strategic recommendations for improved efficiencies and greater customer success. 

RESPONSIBILITIES

• Lead team coaching initiatives focused on Service Excellence, emphasising outstanding verbal and written communication abilities.
• Ensure the team possesses the required knowledge and skill set to provide best in class Premium support.
• Oversee global staffing to guarantee sufficient coverage for Premium customers.
• Analyse customers’ needs and propose additional enhancements to augment the Premium Support Program.
• Generate statistical reports and offer strategic recommendations as necessary.
• Document best practice processes and procedures to optimize customer success.
• Contribute to the development of Standard Operating Procedures (SOPs) and Work Instructions for Customer Support.
• Ensure assigned departmental projects are successfully completed.
• Promote active team involvement in the creation of Knowledge Base articles.
• Serve as the primary contact for critical issues or politically escalated customers.
• Manage compensation and promotions in alignment with HR policies.
• Collaborate with HR on recruitment endeavours.
• Facilitate team-building activities, conduct regular 1:1’s and cross functional meetings.
• Fulfil other duties as assigned.

PREFERRED SKILLS

• Extensive experience leading Premium support initiatives in a technical setting.
• Proficiency in overseeing a Technical Account Management team, catering to Enterprise clientele, ideally within a SaaS company.
• Demonstrated capability to inspire and empower team members.
• Possession of self-awareness and adept self-management skills.
• Industry familiarity in life sciences and/or manufacturing is advantageous.
• Strong aptitude in project management.
• Effective planning, organization, and prioritization skills to ensure timely goal achievement.
• Preference for SCP, ITIL, HDI, KCS, IASSC Black Belt Certifications, HDI KCS Fundamentals Certification

PHYSICAL DEMANDS AND WORKING CONDITIONS

• Ability to communicate effectively in writing, in person, over the telephone and in e-mail.
• Ability to operate a computer and work at a desk for extended periods of time.
• Some travel required.