The Support Account Manager (SAM) acts as a trusted advisor and primary technical contact for key accounts, helping customers resolve issues and optimize their support experience. The SAM understands customer business goals, service history, and technical needs to reduce disruptions, improve operations, and accelerate innovation. Responsibilities include managing support issues, providing reports on customer instance health, assisting with upgrades, and advocating for customers by acting as an escalation point. The role involves client relationship management, issue resolution, customer onboarding, performance monitoring, cross-functional collaboration, account management, feedback collection, proactive engagement, and documentation/reporting. The SAM will monitor customer environments, provide technical recommendations, and ensure seamless ongoing operations, coordinating cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency.