Resolution Manager

  • Bracknell, UK
  • Full-time

Company Description

Snow’s mission is to stop organizations overpaying for the software they use, today and tomorrow. We help organizations optimize software availability, compliance and cost savings through delivery of on premise and cloud-based Software Asset Management solutions. Today we are the largest and most successful dedicated developer of SAM solutions with staff all over the world in regional locations. To sustain our explosive growth, we are looking for the brightest, and most highly-skilled people who have their best work ahead of them. Now is the right time to join Snow.

Job Description

Snow Software is looking for a Support Resolution Manager that will own & lead the continuous value and success for Snow customers and partners. Working as a key member of the customer support team, the resolution manager is responsible for the restoration activities and ongoing support service experience for Snow customers and partners. Accountable as single source of status information, delivering clear, timely and accurate business and technical style communications to customers and across the organization including senior and executive management.

Reporting to the EMEA Support Manager, the resolution manager takes ownership of any issue assigned throughout its lifecycle, ensuring the best possible customer outcome, working to manage but also to prevent challenges to customer success.

What we require from you

  • Ownership, development and management of the resolution management process.
  • Engage all relevant stakeholders to gain the best possible action plan to resolution.
  • Lead the communication internally and externally focusing on escalation, investigation and resolution.
  • Ensure business and customer updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Ensure that all modes of communication are effectively used throughout the resolution management engagement life cycle.
  • Acting as an internal escalation focal point, identifying and resolving conflict and Management of agreed action plans with named actions & deadlines. Accountable for the delivery of that plan.
  • Document post incident recovery steps in order to establish root cause, aid in process improvements, identify deviations and to enable knowledge creation.
  • Working with internal teams to minimise the need for resolution management engagement.
  • Providing consolidated metrics to the EMEA Support Manager.
  • Be an evangelist for the resolution management Process.

Qualifications

  • Candidates to have previous experience in a similar role.
  • Excellent customer facing stakeholder management skills.
  • Excellent verbal and written communication capabilities with the ability to interact and Attention to detail; self-starting, organized and a strong focus on completing/finishing.
  • Strong analytical skills.
  • Industry knowledge of release and software engineering mechanisms and processes
  • Knowledge of Snow Software or any previous SAM software technical experience desirable.

Additional Information

This is a chance for you to accelerate your career and succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. We fully recognize that it is our employees that make Snow a success and the global leader in the development and delivery of dedicated SAM solutions. If you are the right person for the role we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business. 

We look forward to your application!

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