Support Account Manager

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

📋 Description

• Monitor the well-being of premier accounts

• Understand historical customer feedback and expectations

• Organize ongoing support case evaluations and ensure prioritization

• Educate customers about best practices and available learning opportunities

• Ensure that customer needs and case Service Level Agreements are fulfilled

• Oversee and communicate post-mortem activities

• Track trends and design processes to enhance customer experience

• Coordinate follow-the-sun handovers across various regions

• Collaborate with Engineers to convey each customer’s distinct priorities

• Contribute to the management of operational processes

• Handle critical incidents and escalations

• Participate in the weekend on-call rotation for managers

• Work directly with other teams to strengthen relationships with Partners, PS, and CS

• Develop and refine processes to meet the needs of the Support team

• Coordinate resources and facilitate internal and external executive communications

⛳️ Requirements

• Minimum of 5 years of experience with enterprise-class software systems in a client-facing role.

• Exceptional communication skills, both verbal and written

• Strong rapport-building skills to quickly establish trust with customers

• Strategic organizational skills to approach and manage each customer’s requests and ensure follow-through

• Experience in Incident Management, Problem Management, and Change Management

• Familiarity with queue management and knowledge of the support organization

• Experience in managing both internal and external account stakeholders during critical situations

• Ability to simplify complex technology issues and communicate them to a wider audience

• Capable of providing oversight and management on various tasks

• Ability to maintain awareness of all relevant matters

• Methodical problem-solving approach, with a focus on understanding the customer, the issue, and its impact

🏝️ Benefits

• Flexible, collaborative work environment

• Company culture that empowers employees to deliver their best work

• Employee Resource Groups

• Regular company and team bonding events

• Competitive benefits and perks

• Global volunteering and community initiatives

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)