Customer Support Manager - Monitoring

EA Technology is a global, independent provider of end-to-end power engineering solutions, supporting customers in managing and operating electrical networks. We’re a well-established, positive culture-based company with innovation and creativity at our core. We’re also a forward thinking business and we live by our values: Collaboration, Creativity, Integrity and Impact. Thisensures employee wellbeing is always at the forefront and our amazing people have the autonomy to do their best work.

We encourage and cultivate individual creativeness, understanding that every person at EA Technology is critical to achieving our company goals. This spirit impacts our internal culture and the positive way we interact which is why so many of our employees stay with us long term.

Due to expansion and growth, we have a new role for a Customer Support Manager to join our fantastic VisNet Monitoring team. You will be working closely with a talented team of people with many years’ industry experience who are supportive, collaborative and very inclusive.

***This role requires you to be on-site in Capenhurst near Chester (CH1 6ES) 2 days per week***

As Customer Support Manager (CSM) for the VisNet Monitoring team, you’ll be our clients' dedicated point of contact, ensuring they gain maximum value from our hardware and software solutions. You will be responsible for customer retention, issue resolution oversight, SLA performance and the proactive development of client relationships across key accounts.

You’ll collaborate closely with product, engineering, QA as well as support and commercial teams to deliver a seamless customer experience and ensure the long-term success of each client relationship.

Key Responsibilities of the role are:

Customer Support & Relationship Management

• Build strong, trusted relationships with key customer stakeholders across technical and business teams
• Serve as the primary point of contact for client enquiries, feedback and value discussions
• Monitor client engagement, adoption and satisfaction using structured success plans and account health metrics
• Lead regular client reviews, including performance reporting, roadmap alignment and value realisation sessions

SLA, Support & Commercial Oversight

• Own customer-side SLA reporting and resolution coordination
• Monitor response and resolution times against agreed service levels
• Coordinate closely with global support and product teams to deliver against SLAs and maintain high customer satisfaction
• Lead post-incident reviews and ensure follow-up actions are documented and implemented

Issue Escalation & Advocacy

• Act as a customer advocate internally to ensure needs are addressed through product updates and service improvements
• Track open issues and coordinate internal response with clear communication to clients
• Maintain alignment with contractual commitments around support, uptime, access, data retention and compliance

Insight & Product Feedback

• Provide structured feedback to Product Owners and Delivery Leads on customer needs, product gaps and usage patterns
• Contribute to the planning of release cycles, client testing (UAT) and adoption strategies
• Help shape the future of our solutions through evidence-based input from real client usage

Project Support & Consulting

• Where required, support the project management of customer integration and onboarding projects, ensuring timelines, roles and expectations are clear
• Contribute to requirements gathering, scoping and business analysis to help shape product configurations and ensure alignment with customer needs
• Act as a trusted consultant to the client during discovery and implementation, advising on best practices, integration considerations and data readiness
• Liaise between technical teams and customers to translate business needs into clear technical deliverables
• Help define and track success criteria for integration phases, including testing, training and go-live activities
• Support POC coordination and post-implementation reviews to ensure a smooth transition into business-as-usual

Required Skills & Experience

• Significant experience in customer support, account management or technical delivery for B2B software or hardware
• Experience managing enterprise or critical accounts with responsibility for retention, support and value realisation
• Strong understanding of service models, incident management and SLA frameworks
• Excellent communication and stakeholder engagement skills, including presenting to senior client leadership
• Ability to coordinate cross-functional teams and prioritise work based on customer impact and urgency
• Comfortable with technical concepts and data-driven platforms (e.g. integrations, modelling tools, dashboards)

Desirable Qualifications

• Degree in Engineering, Computer Science, Business or a related field
• Knowledge of power networks, energy distribution or low-carbon technologies
• Familiarity with CRM, support ticketing and customer success tools (e.g. ZenDesk, Salesforce, Dynamics, Jira, Gainsight)

What we can offer you:

At EA Technology, we believe in growing with our people. In addition to a great working environment, we offer you:

• Up to £61,000 salary plus bonus scheme
• Career development opportunities: We offer genuine pathways for growth within our company.
• Work-life balance: With flexible working options, we support our employees in balancing their professional and personal lives.
• Holidays: 25 days of annual leave, plus bank holidays, with an extra day for every three years completed (up to a maximum of 30 days). Ability to buy an additional 5 days.
• Pension contributions of 8% from the employer (or cash equivalent).
• Comprehensive benefits, including Group Life Insurance, Income Protection, and Critical Illness cover (or cash equivalents).
• Private Medical Insurance (single cover or cash equivalent).
• A truly collaborative and supportive work environment where amazing colleagues inspire each other every day!