Premium Support Relationship Manager
HybridSolihull, England, United Kingdom
Job Summary
Monitor and manage Premium Support queues to ensure SLA adherence, while resolving escalated customer issues promptly across portal, phone, and Teams channels. Guide Technical Support resources and functional leads to deliver excellent service, maintaining the Knowledge Base and conducting regular ticket and call quality checks. Analyze support metrics, customer feedback, and trends to prepare performance reports and chair service meetings, driving continuous improvement in processes and customer experience. Provide ongoing training and coaching to the team, ensuring up-to-date product knowledge and competency levels. Collaborate cross-functionally within the UKI Customer Support department to align on service delivery and manage Major Incident processes.
Required Qualifications
- Customer Service experience
- CI mindset
- Ability to use own initiative, make decisions, be proactive
- Excellent communication skills – able to communicate with numerous customer types and management layers, both written and verbal
Desired Qualifications
- Knowledge of the Reapit product suite (desirable)
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