Job Description

Opportunity

We are looking for a proactive and customer-focused Customer Support Manager to join our team. In this role, you will act as the primary operational point of contact for our customers, ensuring the successful delivery of support services, upgrades, and change requests related to our software solutions.

You will play a key role in driving customer satisfaction, coordinating cross-functional teams, managing service delivery, and ensuring projects are delivered on time, within scope, and within budget. This is an excellent opportunity for someone who combines strong project management skills with a passion for customer success and operational excellence.

Your Mission

Key Responsibilities

Customer Relationship Management

• Serve as the main operational point of contact for assigned customers.
• Build and maintain strong customer relationships through regular communication and feedback sessions.
• Monitor customer satisfaction and Service Level Agreement (SLA) performance.
• Handle escalations and complaints in a professional and solution-oriented manner.
• Collaborate closely with Account Managers and Customer Support Team Leads to support customer success initiatives.

Service & Support Coordination

• Oversee the timely and high-quality handling of defects, service requests, and change requests.
• Monitor progress of Jira tickets and coordinate follow-up actions internally.
• Ensure smooth delivery of software patches and upgrades.
• Manage operational relationships with external suppliers and service partners.
• Ensure compliance with the Order-to-Cash delivery process.

Project Management

• Lead smaller customer service and upgrade projects from initiation through closure.
• Draft project plans and coordinate implementation activities with customers and internal stakeholders.
• Manage project scope, timelines, budgets, and risks.
• Assemble and coordinate project teams when required.

Operational Excellence

• Monitor and drive KPI achievement in line with the Customer Support Management System.
• Safeguard customer budgets and financial boundaries.
• Contribute to continuous improvement and collaboration within the support organization.
• Prepare service plans and operational reports for management.

What We’re Looking For

Skills & background

• Strong sense of ownership and accountability
• Excellent communication and stakeholder management skills
• Project management capabilities
• Experience with incident, service, and change management
• Strong organizational and coordination skills
• Collaborative mindset with the ability to work across teams
• Adaptable and flexible in a dynamic environment
• Customer-oriented approach with strong problem-solving abilities
• Affinity with IT infrastructure and managed services (cloud, servers, platforms, software)
• Experience managing IT-related projects successfully within scope, budget, and timelines
• Familiarity with ICT and service-oriented organizations
• Understanding of customer satisfaction and service delivery principles
• Experience as a consultant or in change management is considered a plus
• Knowledge or affinity with logistics, aviation, defense, or military operations is an advantage

Build Your Future with ILIAS

Why Join Us?

• Work in a dynamic, technology-driven environment
• Play a key role in customer success and operational excellence
• Collaborate with experienced professionals across multiple disciplines
• Opportunity to lead impactful projects and customer initiatives
• Grow your expertise in customer support, project delivery, and service management

Contact

Apply directly or contact youness.kaissi@ilias-solutions.com