Snow Software is the global leader in technology intelligence solutions, ensuring the trillions spent on all forms of technology is optimized to drive maximum value. More than 4,000 organizations around the world rely on Snow's platform to provide complete visibility, optimize usage and spend, and minimize regulatory risk. Headquartered in Stockholm, Snow has more local offices and regional support centers than any other software asset and cloud management provider, delivering unparalleled results to our customers and partners.

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.

• 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 bottlenecks.
• 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.

• 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 influence at all levels of the organization.
• 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.

Who you are

The successful candidate must be willing and able to work in a busy, dynamic environment. They must be able to work as part of both local and global teams to deliver customer excellence and success. The ideal candidate must be attention focused and hold a high degree of accountability to help build and protect the strong Snow Software brand image.

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives Snow forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business.

We are looking forward to your application.

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