Strategic Support Delivery Manager

Cato Networks; United States; On-site; USD 100,000 - 150,000; Full time

Job summary

Cato Networks is seeking a Support Delivery Manager to lead customer success across up to four strategic accounts. You will oversee support operations, analyze trends, and serve as the main escalation point, coordinating across Support, Engineering, and Product teams to drive value.

With a strong technical background, you will troubleshoot issues, guide customers, and maintain proactive communication, ensuring high CSAT and effective incident management.

Qualifications

• Proven experience in customer-facing roles such as Support Delivery Manager, Technical Account Manager, or Customer Success Manager.
• Strong understanding of technical support processes and escalation management.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience in advocating for customer needs within internal teams, such as product or support.
• Strong problem-solving skills and a proactive mindset to drive results.
• In-depth familiarity with the Cato product and its technical environment.

Responsibilities

• Serve as the primary point of contact for up to 4 accounts, building and maintaining strong, long-term relationships with key stakeholders.
• Conduct regular technical reviews to analyze support trends, ticket resolution progress, and critical issues, ensuring continuous improvement and maximizing product value realization
• Offer high-level oversight, coordination, and comprehensive supervision of the various tickets managed across teams, including ILMM, NOCaaS , MDR and Support.
• Oversee open support tickets for assigned accounts, monitoring trends and ensuring timely resolution within SLAs.
• Continuously assess ticket handling efficiency, response times, and resolution quality, recommending process improvements to enhance support effectiveness.
• Collaborate and bridge communication between Support, Engineering, and Product teams to streamline issue resolution
• Act as the primary escalation point for critical customer issues, ensuring resolution efforts align with business impact and urgency
• Communicate ticket progress, status updates, and resolution plans to customers clearly and promptly.
• Analyze trends in support tickets to identify recurring issues and advocate for product or process improvements.
• Provide Reporting on ticket trends and service overview.
• Ensure thorough Root Cause Analyses (RCAs) are conducted and shared with customers when applicable.
• Maintain customer-specific documentation to streamline ticket handling and improve efficiency

Skills

Customer-facing roles

Escalation management

Technical communication

Account management

Cross-team collaboration

Problem solving

Product knowledge

Job description

Cato Networks is seeking a Support Delivery Manager to lead customer success across up to four strategic accounts. You will oversee support operations, analyze trends, and serve as the main escalation point, coordinating across Support, Engineering, and Product teams to drive value.

With a strong technical background, you will troubleshoot issues, guide customers, and maintain proactive communication, ensuring high CSAT and effective incident management.