Support Account Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Develop and nurture strong relationships with designated customers, acting as a reliable point of contact for all support-related inquiries.

• Oversee customer support activities, detect patterns, and proactively resolve potential issues before they escalate.

• Examine open and aging cases, collaborating with Support teams to ensure swift resolutions.

• Monitor customer concerns and follow up on action items to guarantee that commitments are fulfilled.

• Recognize recurring challenges and collaborate with internal teams to minimize repeated cases and enhance the customer experience.

• Conduct regular assessments of customer cases, support activities, and product usage to pinpoint areas needing further assistance.

• Work alongside Support, Development, Product Management, Professional Services, Customer Success, and other teams when customer matters require heightened attention.

• Assist in root cause analysis and follow up on corrective actions when necessary.

• Educate customers about available resources, support processes, and self-service options.

• Compile and present customer support metrics, case trends, and other pertinent information during routine customer reviews.

• Collaborate with Account Managers and Customer Success Managers to ensure customer needs and concerns are effectively communicated and addressed.

• Spot opportunities to enhance customer engagement, support processes, and overall customer satisfaction.

• Continue to expand technical and product knowledge to better assist assigned customers.

⛳️ Requirements

• Minimum of 3 years of experience in SaaS support, technical account management, enterprise software support, or a relevant customer-facing role.

• Strong troubleshooting and problem-solving capabilities.

• Ability to comprehend customer issues, identify trends, and collaborate with internal teams to facilitate resolution.

• Excellent organizational and follow-up skills, with the capability to manage multiple customers and competing priorities.

• Effective communication skills with customers, technical teams, and business stakeholders.

• Comfortable analyzing support data, case trends, and customer feedback to uncover areas for enhancement.

• Proficient in cultivating positive relationships with customers and internal teams.

• Strong customer service orientation and a proactive approach to addressing customer needs.

• Bachelor's degree or equivalent experience.

• Familiarity with procurement, supply chain, or enterprise SaaS solutions is preferred.

• Proficiency in additional languages is a plus.

🏝️ Benefits

• Medical, dental, and vision plans.

• Adoption assistance.

• Wellness reimbursements.

• Generous parental leave.

• 401(k) matching.

• Flexible work options.

• Unlimited vacation for exempt employees.