Support Account Manager

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

📋 Description

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

• Oversee customer support activities, recognize trends, and proactively tackle potential issues before they escalate.

• Review outstanding and aging cases, collaborating with Support teams to ensure prompt resolution.

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

• Identify recurring problems 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 where additional support may be necessary.

• Coordinate with Support, Development, Product Management, Professional Services, Customer Success, and other teams when customer issues require further attention.

• Assist with root cause analysis and follow up on corrective measures when applicable.

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

• Prepare and present customer support metrics, case trends, and other pertinent information during regular customer reviews.

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

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

• Continue to advance technical and product knowledge to provide better support for assigned customers.

⛳️ Requirements

• Minimum of 3 years of experience in SaaS support, technical account management, enterprise software support, or a similar 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 capacity to manage multiple customers and priorities effectively.

• Proficient in communicating with customers, technical teams, and business stakeholders.

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

• Ability to foster 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 required.

• Experience with procurement, supply chain, or enterprise SaaS solutions is a plus.

• Proficiency in additional languages is an advantage.

🏝️ Benefits

• Outstanding medical, dental, and vision plans.

• Adoption assistance.

• Wellness reimbursement programs.

• Generous parental leave policies.

• 401(k) matching contributions.

• Flexible work arrangements.

• Unlimited vacation for exempt employees.