WHAT EXPERIENCE YOU NEED TO BE SUCCESSFUL

To thrive in this role, you’ll need a mix of strategic thinking, relationship-building skills, and a calm, proactive approach to problem-solving.

• Previous experience in a client-facing role, ideally within a support, account management, or project management environment.
• Strong communication and relationship management skills, with the ability to build trust quickly with clients and internal teams.
• Proven experience managing tickets, SLAs, and client priorities. Experience with Jira is a definite plus.
• Confidence in leading client meetings, producing reports, and presenting clear insights.
• A good understanding of budget management, utilisation tracking, and client renewals/top-ups.
• The ability to remain calm and structured during critical or high-pressure incidents.

What sets you apart:

• A proactive mindset with a focus on continuous improvement for both client services and internal processes.
• The ability to translate complex technical details into clear, client-friendly communication.
• Experience managing multiple client accounts simultaneously without compromising on quality.

• A problem-solving approach that balances client satisfaction with business priorities.Strong organisational skills and attention to detail, ensuring nothing falls through the cracks.

• We’re challenging the ‘Gender Confidence Gap,’ which suggests that individuals will only apply for a job if they meet 100% of the criteria. Some of our best hires didn’t check every box in the role description, so if you were about to rule yourself out, we still encourage you to apply!. Learn more about our commitment to equality, diversity, and inclusion on our careers site.

WHAT YOU’LL BE DOING

As a Customer Support Manager at CTI, you’ll be the first point of contact for our support clients, ensuring they receive a stellar service experience. You’ll juggle strong client communication with efficient ticket, SLA, and budget management, acting as the crucial link between clients and our internal teams. This is a role where you’ll build trusted client relationships, make sure issues are resolved promptly, and identify opportunities for continuous improvement.

Key Responsibilities:

• Client Communication & Relationship Management: You’ll be the first point of contact for our support clients via Jira, Email, and Phone, and you’ll build strong relationships through clear, proactive communication. You’ll understand client needs, manage their expectations, and identify ways to strengthen our partnerships.
• Support Ticket & SLA Management: You’ll be responsible for triaging and prioritising new and existing tickets in Jira, keeping clients in the loop on progress and resolutions. You’ll work closely with our internal teams to ensure efficient ticket handling and make sure we consistently meet our SLA targets, including those for reactive and critical incidents.
• Client Meetings: You’ll schedule and lead regular client meetings, preparing updates on tickets, past actions, and client requests. Your follow-ups will ensure momentum and accountability.
• Budget & Reporting: You’ll manage client budgets, ensuring hours are used effectively and that delivery stays within scope. You’ll proactively encourage budget utilisation, oversee top-up processes, and produce monthly reports and incident reports, providing input for Quarterly Business Reviews.
• Critical Support & Incident Management: You’ll handle critical support situations, ensuring SLAs are met and security updates are applied. You’ll also act as a Major Incident Manager when needed, documenting and communicating incident reports clearly to all stakeholders.
• Client Onboarding & Offboarding: You’ll attend client handovers to ensure smooth transitions for new and existing clients. You’ll set up client access, budgets, and Jira boards, and oversee the offboarding process.
• Escalations & Resource Management: You’ll identify, communicate, and manage client and technical escalations. You’ll also proactively assess resources and escalate any concerns to stakeholders.

To thrive in this role, you’ll need a mix of strategic thinking, relationship-building skills, and a calm, proactive approach to problem-solving.

• Previous experience in a client-facing role, ideally within a support, account management, or project management environment.
• Strong communication and relationship management skills, with the ability to build trust quickly with clients and internal teams.
• Proven experience managing tickets, SLAs, and client priorities. Experience with Jira is a definite plus.
• Confidence in leading client meetings, producing reports, and presenting clear insights.
• A good understanding of budget management, utilisation tracking, and client renewals/top-ups.
• The ability to remain calm and structured during critical or high-pressure incidents