Premium Support Engineer - North America

The Premium Support Manager is a senior leadership role responsible for overseeing Support Delivery Managers (SDMs) and Technical Account Managers (TAMs). This leader is not a passive coordinator but an active driver who takes control of situations, shapes the narrative, and ensures outcomes are delivered. The Premium Support Manager steps in decisively when we are lacking momentum to progress, pulls the right stakeholders together, and pushes initiatives forward rather than waiting for direction.

With a strong balance of technical depth, customer advocacy, and people leadership, the Premium Support Manager creates visibility, builds confidence at the executive level, and ensures consistent, high-quality delivery of support and account management services across strategic accounts. The role demands proactivity when needed including challenging assumptions, escalating assertively, and ensuring the team and company meet customer expectations.

Key Responsibilities

• Lead, mentor, and develop SDMs and TAMs, ensuring clear responsibilities, career growth, and strong performance.
• Define team objectives, KPIs, and operational frameworks aligned with company strategy and customer success goals.
• Drive a culture of accountability, customer advocacy, and continuous improvement while setting the tone through visible, proactive leadership.
• Manage team capacity planning and account assignments to balance workload effectively.
• Ensure consistent, high-quality support and account management for strategic accounts with executive-level visibility into health, escalations, and service delivery.
• Act as the senior escalation point, taking control of stalled situations by mobilizing Sales, Customer Success, Engineering, Product, or other stakeholders to drive resolution.
• Partner with Customer Success, Sales, and other leadership to align support engagement with broader business objectives.
• Establish and enforce processes for ticket oversight, escalation handling, and cross-functional collaboration across SDM and TAM teams.
• Identify systemic issues through trend analysis, driving product and process improvements to reduce recurring escalations.
• Oversee execution of technical reviews, root cause analyses, service reporting, and account documentation.
• Deliver clear, timely updates to executives and customers, generating visibility into risks, progress, and outcomes.
• Ensure team communication is professional, proactive, and customer-focused.
• Demonstrate proactivity and exhibit assertiveness by challenging teams to act quickly, step up, and deliver stronger results.

Key Skills and Requirements

• Proven leadership experience managing customer-facing technical teams such as Support Delivery, TAM, or Customer Success.
• Strong background in technical support, escalation management, and customer advocacy.
• Demonstrated ability to lead through influence, collaborating effectively with Product, Engineering, and Support leadership.
• Active leadership mindset: not waiting for direction but driving outcomes, pushing initiatives forward, and ensuring accountability.
• Exceptional communication skills, including the ability to engage confidently with executives and non-technical stakeholders.
• Experience managing distributed teams and balancing multiple strategic accounts.
• Strong analytical skills with the ability to translate operational data into insights and action plans.
• Deep familiarity with Cato’s product ecosystem and service portfolio is preferred.

Key Performance Indicators

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) trends across managed accounts.
• Resolution times and escalation outcomes across the Premium Support team.
• Reduction in repeat issues and ticket transfers across teams.
• Product adoption and utilization metrics for strategic accounts.
• Team retention, performance, and development progress.
• Evidence of proactive leadership: visibility created, escalations controlled, and outcomes delivered.

Cato provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Health Savings/Flexible Spending Accounts, flexible time-off, paid parental leave and disability benefits. 

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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