Technical Support Account Manager

Job Summary

Managing a portfolio of strategic SaaS and On-Premise customers, the full-time Technical Support Account Manager will serve as a trusted advisor, ensuring high-quality support experiences and driving customer satisfaction while working remotely.

Key responsibilities

• Build and maintain strong relationships with enterprise customers, guiding them through operational challenges
• Lead customer governance through service reviews and operational meetings, coordinating critical escalations for timely resolution
• Monitor support activity and analyze system performance to identify trends and opportunities for customer success

Required qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field
• 5+ years of experience in Customer Success, Technical Support, Account Management, or similar roles
• Experience with SaaS and/or cloud-based software environments
• Familiarity with ITIL or service management frameworks is preferred
• Proven ability to manage escalations and complex customer environments