Support Account Manager

4 Months ago • All levels • Account Management

Job Summary

Job Description

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.
Must have:
  • Strong verbal and written communication skills
  • Ability to diagnose and resolve issues efficiently
  • Excellent organizational skills for managing multiple accounts
  • Commitment to delivering exceptional customer service
  • Ability to analyze customer feedback and performance metrics
  • Flexibility to adapt to changing customer needs
  • Capability to work well with cross-functional teams
  • Understanding customer frustrations and addressing them with patience
  • Bachelor’s degree in computer science, Information Systems, Cybersecurity, or related field (or equivalent experience)
Good to have:
  • Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications)

Job Details

The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience.  SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation.

WHAT YOU WILL BE DOING

    • Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects 
    • Provide reports: Provide reports on the health of the customer's instance 
    • Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning 
    • Advocate for customers: Act as an escalation point for customer-submitted cases and requests 
    • Client Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutions.
    • Issue Resolution: Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction.
    • Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the company’s products or services effectively.
    • Performance Monitoring: Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery.
    • Cross-Functional Collaboration: Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings.
    • Account Management: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service.
    • Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements.
    • Proactive Engagement: Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer.
    • Documentation and Reporting: Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance.In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations.   You will coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency.

WHAT YOU BRING

    • Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial.
    • Problem-Solving: Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction.
    • Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously.
    • Customer-Centric Mindset: A commitment to delivering exceptional customer service and fostering positive relationships.
    • Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement.
    • Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments.
    • Team Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction.
    • Empathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivity.
    • Education:Bachelor’s degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform.

Similar Jobs

Electronic Arts - Advanced Data Analyst, UGX

Electronic Arts

Vancouver, British Columbia, Canada (Hybrid)
3 Months ago
GoMotive - Senior Product Manager, Equipment Monitoring

GoMotive

United States (Remote)
2 Months ago
Springer Group - Head Of Procurement Operations

Springer Group

London, England, United Kingdom (Hybrid)
2 Weeks ago
Rackspace Technology - Operational Lead – D2D Ops (Cloud Network, Firewall & Load Balancer, Security)

Rackspace Technology

Riyadh, Riyadh Province, Saudi Arabia (On-Site)
1 Month ago
Maersk - Second Engineer (SF)

Maersk

Mumbai, Maharashtra, India (On-Site)
336 Years ago
Salesforce - Enterprise Account Executive - Partner Cloud

Salesforce

London, England, United Kingdom (On-Site)
1 Month ago
Sourcegraph  Inc  - Enterprise Account Executive

Sourcegraph Inc

(Remote)
1 Month ago
Google - Account Strategist, Mid-Market Sales

Google

Guangdong Province, China (On-Site)
2 Months ago
Sonar Source - Major Account Manager - DACH

Sonar Source

Geneva, Geneva, Switzerland (On-Site)
7 Months ago
binance - Financial Accountant/Manager

binance

Astana, Astana, Kazakhstan (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Handy games - 3D Character Animator

Handy games

Giebelstadt, Bavaria, Germany (On-Site)
3 Months ago
Riot Games - Senior Product Category Manager, Consumer Products

Riot Games

Shanghai, China (On-Site)
1 Day ago
Lulalend - FP&A Manager

Lulalend

Cape Town, Western Cape, South Africa (On-Site)
1 Month ago
Epic Games - Director, Product Management (Music)

Epic Games

Cary, North Carolina, United States (On-Site)
3 Months ago
supercell - Franchise Brand Marketer

supercell

Los Angeles, California, United States (Hybrid)
1 Month ago
endava - DevOps Engineer

endava

Bogotá, Bogota, Colombia (On-Site)
1 Month ago
LeoVegas - Promotion Operations Team Manager

LeoVegas

Leeds, England, United Kingdom (Hybrid)
1 Month ago
playrix  - Head of People Partners

playrix

Ireland (Remote)
4 Months ago
Riot Games - Senior Software Engineer, Services - League of Legends

Riot Games

Los Angeles, California, United States (On-Site)
2 Months ago
CyberArk - Senior Front End Engineer

CyberArk

Sofia, Sofia City Province, Bulgaria (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

luxsoft - Senior/Lead QA Automation Engineer

luxsoft

Indore, Madhya Pradesh, India (On-Site)
2 Weeks ago
Shanthiniketan Public School - Social Media Manager for School

Shanthiniketan Public School

Bengaluru, Karnataka, India (On-Site)
11 Months ago
Mindtickle - Product Designer- II

Mindtickle

Pune, Maharashtra, India (Hybrid)
3 Months ago
Applied materials  - Software Architect

Applied materials

Chennai, Tamil Nadu, India (On-Site)
2 Weeks ago
Paytm - Regional Manager - General Manager

Paytm

Chennai, Tamil Nadu, India (On-Site)
8 Months ago
Converse.AI - Quality Analyst Engineer

Converse.AI

Bengaluru, Karnataka, India (Remote)
3 Years ago
Capgemini - Testing Engineer (HFC)

Capgemini

Chennai, Tamil Nadu, India (On-Site)
1 Month ago
Insight Software - Senior Consultant Technical - ETL + SQL Expertise

Insight Software

Hyderabad, Telangana, India (Hybrid)
2 Months ago
Accenture - Payroll Operations New Associate

Accenture

Bengaluru, Karnataka, India (On-Site)
4 Weeks ago
Testee investment Pvt Ltd. - Head of Quantitative Research & Analysis

Testee investment Pvt Ltd.

Kolkata, West Bengal, India (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

Account Management Jobs

USE Insider - Account Director

USE Insider

London, England, United Kingdom (Hybrid)
1 Week ago
Varonis  - Technical Account Manager

Varonis

Italy (On-Site)
4 Months ago
Salesforce - Enterprise Account Executive

Salesforce

Sydney, New South Wales, Australia (On-Site)
9 Months ago
GoMotive - Account Executive, Enterprise - Great Lakes

GoMotive

United States (Remote)
2 Months ago
Nintendo - CONTRACT - Associate Account Administrator

Nintendo

Redmond, Washington, United States (Hybrid)
7 Months ago
MiQ - Account Manager

MiQ

Denver, Colorado, United States (Hybrid)
4 Weeks ago
WebFX - Jr. Digital Communications Account Manager

WebFX

Lancaster, Pennsylvania, United States (On-Site)
8 Months ago
Rippling - Global Payroll Operations Specialist

Rippling

Dominican Republic (Remote)
1 Week ago
Hudl - Account Executive - Competitive (High School)

Hudl

Lincoln, Nebraska, United States (On-Site)
1 Month ago
Xepelin - Account Executive Support

Xepelin

Santiago, Santiago Metropolitan Region, Chile (Hybrid)
9 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Bengaluru, Karnataka, India (Hybrid)

Kraków, Lesser Poland Voivodeship, Poland (Remote)

El Segundo, California, United States (On-Site)

El Segundo, California, United States (Remote)

London, England, United Kingdom (On-Site)

Singapore (Remote)

St. Louis, Missouri, United States (On-Site)

Bengaluru, Karnataka, India (Hybrid)

New York, New York, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Saviynt

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug