Team Manager, Core Support
Monzo Bank
Platinum Support Manager
PTC
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudJavaJavaScript.NETPHP
About the role
- Manage a portfolio of 14 customers (ARR $13.4M) as Platinum Support Manager
- Serve as trusted technical advisor and liaison between Support, Engineering, and Product teams
- Act as the customer’s Technical Account Manager post-implementation
- Build and maintain strong relationships with key business and technical stakeholders across assigned accounts
- Lead regular case reviews and performance metric discussions
- Provide timely updates on customer issues and account health to internal teams and leadership
- Participate in customer-facing meetings, including Quarterly Business Reviews
- Represent the customer’s voice internally to drive continuous improvement
- Manage escalated issues in collaboration with the Escalation Manager
- Understand and communicate customer-specific customizations and technical needs
- Collaborate with Account Managers to coordinate upgrades and rollouts, maintenance schedules, company events and communications
- Monitor and follow up on customer satisfaction through surveys, feedback, and postmortem reviews
- Share technical best practices and relevant updates with customers
- Contribute to and review knowledge base articles, especially those related to Platinum Support processes
Requirements
- Salesforce and/or ServiceMax previous experience
- Strong organizational and communication skills
- Ability to work effectively in a globally distributed team across time zones
- Minimum of 5 years of experience in software technology, ideally in a support capacity
- Familiarity with cloud-based environments, including SaaS and PaaS
- Bachelor’s degree in an IT-related field or equivalent professional experience
- English / Spanish and/or French language
- Willingness to travel occasionally
- Preferred: Salesforce Administrator 201 and/or Advanced Administrator 211 certifications
- Preferred: Project management experience
- Preferred: Familiarity with technologies supporting SaaS applications (e.g., XML, Web Services, HTML, PHP, .NET, Java, JavaScript)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SalesforceServiceMaxSaaSPaaSXMLWeb ServicesHTMLPHP.NETJavaJavaScript
Soft skills
organizational skillscommunication skillsrelationship buildingcustomer satisfaction monitoringtechnical advisingcollaborationproblem-solvingleadershiptime managementadaptability
Certifications
Salesforce Administrator 201Salesforce Advanced Administrator 211