Support Account Manager

Job Summary

A company is looking for a Support Account Manager to provide high-touch engagement with clients and enhance internal support processes.

Key Responsibilities

• Monitor the health of premier accounts and organize ongoing support case reviews
• Educate customers on best practices and ensure service level agreements are met
• Manage critical incidents and coordinate resources for effective communication

Required Qualifications

• 5+ years of experience with enterprise-class software systems in a client-facing role
• Experience in incident management, problem management, and change management
• Ability to manage internal and external account stakeholders in critical situations
• Experience with queue management and knowledge of support organization
• Organizational strategy to approach and manage customer requests effectively