The Support Delivery Manager (SDM) is a customer-facing role responsible for driving success and ensuring an exceptional support experience for up to 4 strategic accounts. Acting as the lead advocate for customers, the SDM collaborates across teams to oversee support operations, align on strategic objectives, and ensure customers achieve maximum value from the product. 

The SDM stays on top of ticket statuses, drives solutions, and keeps communication clear and proactive. With a strong technical background, they help troubleshoot issues, spot trends, and guide customers through challenges. They also act as the main escalation point, run regular check-ins, and build solid relationships to ensure smooth collaboration. 

Key Responsibilities and Role Overview 

• Serve as the primary point of contact for up to 4 accounts, building and maintaining strong, long-term relationships with key stakeholders. 

• Conduct regular technical reviews to analyze support trends, ticket resolution progress, and critical issues, ensuring continuous improvement and maximizing product value realization 

• Offer high-level oversight, coordination, and comprehensive supervision of the various tickets managed across teams, including ILMM, NOCaaS, MDR and Support. 

• Oversee open support tickets for assigned accounts, monitoring trends and ensuring timely resolution within SLAs. 

• Continuously assess ticket handling efficiency, response times, and resolution quality, recommending process improvements to enhance support effectiveness. 

• Collaborate and bridge communication between Support, Engineering, and Product teams to streamline issue resolution 

• Act as the primary escalation point for critical customer issues, ensuring resolution efforts align with business impact and urgency 

• Communicate ticket progress, status updates, and resolution plans to customers clearly and promptly. 

• Analyze trends in support tickets to identify recurring issues and advocate for product or process improvements. 

• Provide Reporting on ticket trends and service overview.  

• Ensure thorough Root Cause Analyses (RCAs) are conducted and shared with customers when applicable. 

• Maintain customer-specific documentation to streamline ticket handling and improve efficiency 

 Key Skills and Requirements 

• Proven experience in customer-facing roles such as Support Delivery Manager, Technical Account Manager, or Customer Success Manager. 

• Strong understanding of technical support processes and escalation management. 

• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences. 

• Ability to manage multiple accounts and priorities simultaneously. 

• Experience in advocating for customer needs within internal teams, such as product or support. 

• Strong problem-solving skills and a proactive mindset to drive results. 

• In-depth familiarity with the Cato product and its technical environment. 

 KPIs for the Role

• Average resolution time for escalated support tickets 
• Reduction in Ticket Transfers Between Teams
• Product adoption and usage metrics
• CSAT