Support Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the dedicated product support relationship for assigned clients, working closely with the Customer Success team.

• Oversee the continuous product support relationship for up to 5 Betterworks customers throughout their entire lifecycle.

• Promote product adoption, enhance usage, foster technical maturity, and deliver customer value.

• Serve as the main point of contact for product support inquiries.

• Collaborate with Product, Engineering, and Program Architects to address challenges and optimize customer configurations.

• Offer expert support on product functionality, propose solutions, and escalate intricate issues when necessary.

• Manage the customer support queue, providing timely and prioritized responses.

• Develop, update, and enhance custom in-product guides.

• Assist with ongoing configuration requirements and survey creation.

• Support the wider customer base with day-to-day product inquiries and challenges.

• Engage in company information security responsibilities and training.

⛳️ Requirements

• 3-5 years of experience in Support or Technical Account Management for Enterprise or Strategic accounts.

• Outstanding written and verbal communication skills, with the capability to convey complex technical concepts into clear, actionable insights for non-technical stakeholders.

• Proven ability to manage multiple priorities and meet tight deadlines while sustaining high productivity levels.

• Demonstrated proficiency in building strong, lasting relationships with key customer stakeholders, facilitating mutual success and long-term outcomes.

• In-depth knowledge of current trends in customer service, metrics, and technology.

• Familiarity with tools such as Jira, Zendesk, SQL, and remote assistance software.

• Experience in the Performance Management or OKR sectors is advantageous.

• Previous experience with Pendo or other custom-guide development tools is a plus.

• Understanding of information security risks and compliance with information security policies and procedures.

• Participation in information security awareness and training initiatives.

• Accountability for managing data according to classification and handling guidelines.

• Responsibility for reporting information security incidents in accordance with information security policies and procedures.

🏝️ Benefits

• 100% coverage of Medical/Vision/Dental costs for employees.

• Flexible time off policy.

• Parental Paid Leave policy.

• Monthly internet stipend.

• Flex days.

• And more.