Premium Support Services Manager

MaziCTools; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

MaziCTools is seeking a Contract Support Services Manager to lead the Support Service Management team for Ultimate customers. You will coordinate with customers and internal engineering teams to ensure expedient issue resolution, transparent updates, and data‑driven insights to drive service improvements.

You’ll partner with Technical Account Managers, guide account‑facing reviews, manage critical incidents, RCA analyses, and service improvement plans while mentoring virtual teams across a

Qualifications

• Strong problem‑solving skills and data‑driven thinking.
• Mentoring and coaching skills to develop team members.
• Ability to communicate with Directors and above partners.
• Strategic mindset balancing customer needs with business objectives.

Responsibilities

• Partner with TAM to ensure best‑in‑class support from onboarding for Ultimate customers.
• Review daily and ensure timely, high‑quality customer updates aligned with priority.
• Lead regular queue reviews with customer team, prioritise issues and provide progress updates.
• Provide oversight of critical issues and maintain ongoing customer management through resolution.
• Contribute to service reviews and identify improvements in technical support delivery.
• Define and maintain the Service Improvement Plan with progress updates.
• Conduct RCAs after significant events and share formal Customer Facing Statements.
• Provide Support Health data and insights to the Ultimate delivery team.

Skills

Customer management

Data analysis

Stakeholder communication

Mentoring

Job description

MaziCTools is seeking a Contract Support Services Manager to lead the Support Service Management team for Ultimate customers. You will coordinate with customers and internal engineering teams to ensure expedient issue resolution, transparent updates, and data‑driven insights to drive service improvements.

You’ll partner with Technical Account Managers, guide account‑facing reviews, manage critical incidents, RCA analyses, and service improvement plans while mentoring virtual teams across a