Support Delivery Manager - NA

The role

The Support Delivery Manager is a customer-facing role responsible for driving success and ensuring an exceptional support experience for up to 4 strategic accounts. You will oversee support operations, align on strategic objectives, and act as the lead advocate for customers.

What you will do

• Serve as the primary point of contact for up to 4 accounts.
• Conduct regular technical reviews to analyze support trends and ticket resolution progress.
• Provide high-level oversight and supervision of tickets managed across teams.
• Oversee open support tickets for assigned accounts and monitor trends.
• Assess ticket handling efficiency and recommend process improvements.
• Collaborate between Support, Engineering, and Product teams.
• Act as the primary escalation point for critical customer issues.
• Communicate ticket progress and resolution plans to customers.
• Analyze support ticket trends to identify recurring issues.
• Provide reporting on ticket trends and service overview.

Required qualifications

• 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.
• 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.
• Strong problem-solving skills and a proactive mindset.
• In-depth familiarity with the Cato product and its technical environment.

Benefits

• health/vision/dental insurance
• 401(k)
• stock options
• Health Savings/Flexible Spending Accounts
• flexible time-off
• paid parental leave
• disability benefits

About the company

Cato Networks is the converged network and security cloud for the AI era. The company provides a unified, cloud-native platform to prioritize risks and stop threats in real time.