Support Delivery Manager for Strategic Cloud Accounts

catonetworks; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Cato Networks is seeking a Support Delivery Manager to drive success and deliver an exceptional support experience for up to 4 strategic accounts. You will advocate for customers and coordinate across Support, Engineering and Product teams to maximize product value.

You will monitor tickets, run regular technical reviews, analyze trends, and maintain proactive, clear communication with customers. As the main escalation point, you will build strong relationships and guide customers through

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 primary contact for up to 4 accounts, building long-term relationships with key stakeholders.
• Conduct regular technical reviews to analyze support trends, ticket resolution progress, and critical issues, ensuring continuous improvement.
• Offer high-level oversight, coordination, and supervision of tickets across 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.
• 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 aligns with business impact.
• Communicate ticket progress, status updates, and resolution plans to customers clearly.
• 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

Communication

Escalation management

Account management

Problem solving

Technical product knowledge

Job description

Cato Networks is seeking a Support Delivery Manager to drive success and deliver an exceptional support experience for up to 4 strategic accounts. You will advocate for customers and coordinate across Support, Engineering and Product teams to maximize product value.

You will monitor tickets, run regular technical reviews, analyze trends, and maintain proactive, clear communication with customers. As the main escalation point, you will build strong relationships and guide customers through