At a Glance
- Tasks: Lead a dynamic team to enhance customer success and drive strategic growth.
- Company: Join a leading tech company focused on premium support in the EMEA region.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional development.
- Other info: Collaborative environment with a focus on innovation and continuous improvement.
- Why this job: Make a real impact by transforming customer experiences and driving long-term partnerships.
- Qualifications: 12+ years in customer success or technical account management with strong leadership skills.
The predicted salary is between 90000 - 120000 £ per year.
Opportunity
We’re seeking a dynamic, results-driven Director of Premium Support for the EMEA region. In this pivotal role, you will lead a high-performing team of Technical Account Managers (TAMs) and directly engage with strategic customers to drive adoption, utilization, growth, retention, and customer advocacy. You will transform Premium Support into a value-driven, customer success–led organization, balancing leadership with hands-on engagement to deliver measurable business outcomes, strengthen long-term partnerships, and ensure predictable renewals and expansion.
Reporting
This role will report to our VP, Global Premium Support.
Location
Hybrid role – located in London, UK.
Responsibilities
- Team Leadership & Development: Recruit, onboard, mentor, and develop TAMs to build a high-performing, customer-centric team focused on delivering measurable business outcomes.
- Customer Lifecycle Ownership: Lead the end-to-end customer lifecycle across adoption, value realization, growth, retention, and advocacy.
- Customer Success Strategy: Define and execute scalable strategies that drive platform adoption, utilization, and long-term customer value.
- Operational Excellence: Oversee team operations, resource allocation, and SLA adherence while aligning delivery to customer success milestones and outcomes.
- Customer Health & Risk Management: Establish and operationalize health scoring frameworks to proactively identify risks and drive mitigation strategies.
- Escalation Management: Serve as a senior escalation point, ensuring timely resolution while maintaining strong customer relationships and trust.
- Customer Advocacy: Partner with Product, Engineering, and Sales to represent the voice of the customer and influence roadmap and experience improvements.
- Metrics & Reporting: Track and drive performance across CSAT, NPS, adoption, utilization, retention, expansion, and renewal rates.
- Enablement & Best Practices: Build playbooks that evolve TAMs into strategic advisors focused on customer outcomes, not just support delivery.
- Strategic Account Oversight: Guide TAMs in building and executing account success plans aligned to business objectives and ROI.
- Continuous Improvement: Drive initiatives to enhance the customer journey, lifecycle efficiency, and overall experience.
Establish and maintain strong relationships with senior customer stakeholders (VP/C-level), acting as a trusted advisor to drive strategic alignment, value realization, and long-term partnership growth. Partner closely with Sales, Customer Success, Product, and Engineering leadership to align on account strategy, influence outcomes, and drive executive-level engagements across key accounts.
Pre-Sales
- Defining and delivering tailored Premium Support offerings for prospective accounts aligned with business goals.
- Enabling collaboration across Sales, Services, Customer Success, Marketing, and other teams for streamlined execution.
- Developing marketing collateral, sales enablement materials, and go-to-market (GTM) plans.
- Driving business development for key and growth accounts with strategic engagement.
- Facilitating cross-team interlocks and representing team updates in strategic meetings.
Onboarding
- Collaborating with internal teams to ensure smooth deal processing and resource allocation.
- Leading customer onboarding, kickoff plans, and introductions to set projects up for success.
- Updating account plans and ensuring alignment on goals.
Value Delivery
- Building and enabling a high-performing team to deliver proactive, value-added services.
- Driving platform adoption, mitigating risks, and ensuring contractual commitments are met.
- Identifying upsell opportunities, preparing for renewals, and advocating for customer needs.
- Conducting quarterly business reviews (QBRs) and developing customer success stories.
- Tracking metrics such as resolution time, satisfaction scores, and backlog to improve outcomes.
Renewals
- Mitigating risks and developing strategies to ensure successful service renewals.
- Aligning with Sales and Customer Success teams to grow accounts in line with business goals.
- Conducting win/loss analyses to refine strategies and maintain strong relationships.
Qualifications
- Bachelor’s degree in a related field.
- 12+ years of professional experience, with a strong background in Technical Account Management, Customer Success, or similar roles.
- Experience with leadership and coaching a Technical Account Management or Success team.
- Proven expertise in pre-sales processes, business development, and go-to-market (GTM) strategies.
- Demonstrated success in managing complex deals, ensuring seamless order closures, and delivering value-added services.
- Experience managing strategic customer cohorts, such as high-value or key accounts (e.g., Top 100 accounts).
- Familiarity with customer success metrics, including CSAT (Customer Satisfaction), ART (Average Resolution Time), and backlog management.
- Proven ability to identify upsell opportunities and drive renewal readiness initiatives.
Key Competencies
- Exceptional analytical skills for forecasting, risk mitigation, and renewal strategy development.
- Strong communication and collaboration skills to effectively align cross-functional teams and foster teamwork.
- The ability to define and deliver solutions that align with business goals and identify opportunities for growth and optimization.
- Exceptional skill in aligning cross-functional teams (Sales, Customer Success, Marketing, etc.) to streamline processes and achieve shared objectives.
- A proactive approach to addressing challenges, resolving issues, and adapting strategies to meet changing customer or business needs.
- A commitment to understanding customer needs, advocating for them internally, and delivering solutions that ensure long-term satisfaction and success.
Director, Premium Support employer: Dormont Manufacturing Co
As a leading employer in the tech industry, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Located in the vibrant city of London, our hybrid work model offers flexibility while our commitment to customer success ensures that you will be at the forefront of innovation, driving meaningful impact for our strategic clients. Join us to lead a high-performing team, where your contributions will be recognised and rewarded, and where you can thrive in a collaborative environment focused on excellence and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Premium Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Premium Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
