Support Account Manager
You will manage high-touch customer engagements, monitor premier account health, organize support case reviews, ensure service-level agreements are met, oversee incident postmortems, coordinate regional handovers, manage critical incidents, improve support processes, and coordinate internal and external communications.
Responsibilities
- Monitor the health of premier accounts
- Organize ongoing support case reviews and ensure prioritization
- Educate customers on best practices and learning opportunities
- Ensure customer needs and case service-level agreements are met
- Oversee and communicate postmortem activities
- Monitor trends and design processes to improve customer experience
- Organize follow-the-sun handovers across regions
- Relay each customer's priorities to engineers
- Contribute to working-process management
- Manage critical incidents and escalations
- Participate in the manager on-call weekend rotation
- Strengthen partner, professional services, and customer success relationships
- Create and refine support processes
- Coordinate resources and executive communications
Requirements
- 5+ years of experience with enterprise-class software systems in a client-facing role
- Excellent verbal and written communication skills
- Experience with incident management, problem management, and change management
- Experience with queue management and support organizations
- Experience managing internal and external account stakeholders in critical situations
- Ability to translate complex technology issues for broader audiences
- Ability to oversee and manage tasks
- Methodical problem-solving approach
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Education reimbursement
- Commuter offset for specific locations