Principal Support Specialist

Job Summary

A company is looking for a Principal Support Specialist.

Key Responsibilities

• Provide dedicated support and proactive relationship management for strategic customer accounts
• Manage escalated cases from intake through resolution, coordinating with cross-functional teams as needed
• Monitor account health indicators and conduct regular outreach to validate customer satisfaction

Required Qualifications

• 7+ years of customer support or technical account management experience in a SaaS environment
• Minimum of 3 years in a senior individual contributor or strategic account capacity
• Experience leading customer-facing escalation calls with executive-level stakeholders
• Deep experience with clinical trial management systems or healthcare software
• Proficiency with Salesforce and JIRA for managing customer portfolios