Manager, Premium Support (Software)

TL;DR

Manager, Premium Support (Software): Managing customer delivery and success for billable Premium Support accounts with an accent on team leadership, renewal rates, and technical escalations. Focus on leading a team of 10-20 employees, driving upsell opportunities, and ensuring high customer satisfaction.

Location: Sofia, Bulgaria

Company

hirify.global is a global leader in information management specializing in AI-driven digital transformation.

What you will do

• Manage customer delivery and success for assigned billable Premium Support accounts to ensure renewals.
• Lead and mentor a team of 10-20 Premium Support employees in their day-to-day activities.
• Collaborate with EMEA management and Sales Representatives to identify and drive new and upsell sales opportunities.
• Build trust and provide decisive leadership during high-pressure customer escalation situations.
• Provide input for renewal and new business forecasts.
• Conduct performance reviews and set future goals based on company strategy and personal development.

Requirements

• Bachelor’s degree or equivalent experience.
• 3-5 years of related support management experience (sales support preferred).
• Excellent English proficiency, both verbal and written.
• Strong knowledge of Premium Support programs, support policies, and procedures.
• Proven people management skills and ability to lead through organizational change.
• Willingness and ability to travel (up to 10%).

Nice to have

• Proficiency in Italian or German.

Culture & Benefits

• Inclusive work environment governed by an Employment Equity and Diversity Policy.
• Opportunity to partner with some of the most highly regarded companies in the world.
• AI-First corporate culture focusing on innovation, creativity, and collaboration.
• Focus on professional growth, personal development, and a vibrant workplace.