Support Account Manager

Job Summary

Managing a portfolio of premier accounts, the full-time Support Account Manager will focus on high-touch client engagements, ensuring service level agreements are met while collaborating with internal support engineering teams to drive fast resolutions and improve processes in a remote environment.

Key responsibilities

• Monitor account health and organize ongoing support case reviews
• Educate customers on best practices and manage critical incident escalations
• Design processes to enhance customer experience and ensure effective communication across teams

Required qualifications

• 5+ years of experience in a client-facing role with enterprise-class software systems
• Proven experience in Incident Management, Problem Management, and Change Management
• Strong organizational skills with the ability to manage multiple customer requests
• Experience managing internal and external stakeholders during critical situations
• Ability to translate complex technology issues for a broader audience