Support Account Manager

7 Months ago • All levels

Account Management

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.

Good To Have:

Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications)

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)

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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.