Support Account Manager

As a Support Account Manager (SAM) at our company, you will serve as a trusted advisor and primary technical contact for key accounts. Your role will involve helping customers resolve issues, optimize their support experience, and work towards achieving their business goals. By understanding their service history and technical needs, you will assist customers in reducing disruptions, improving operations, and accelerating innovation. Your responsibilities will include: - Helping customers resolve support issues through case and escalation management, root-cause analysis, and special projects - Providing reports on the health of the customer's instance - Identifying upgrade needs, creating upgrade plans, and assisting with upgrade planning - Acting as an escalation point for customer-submitted cases and requests - Establishing and maintaining strong relationships with key accounts - Addressing and resolving customer issues by coordinating with various departments - Guiding new customers through the onboarding process - Monitoring and tracking customer support metrics to identify trends and areas for improvement - Collaborating with other departments to address customer needs and improve product offerings - Managing customer accounts by keeping detailed records of interactions, support tickets, and resolutions - Gathering and analyzing customer feedback to identify areas for improvement - Anticipating customer needs and proactively reaching out to offer assistance, updates, or new features - Maintaining accurate records of customer interactions and support activities - Generating reports to provide insights into customer satisfaction and support team performance To excel in this role, you should possess: - Strong communication skills, both verbal and written - Problem-solving abilities to diagnose and resolve issues efficiently - Excellent time management and organizational skills - A customer-centric mindset and commitment to exceptional service - Analytical skills to identify trends and areas for improvement - Adaptability to changing customer needs and work environments - Team collaboration capabilities to work well with cross-functional teams - Empathy and patience in addressing customer frustrations An ideal candidate will hold a Bachelor's degree in computer science, Information Systems, Cybersecurity, or a related field. Relevant industry certifications such as CISSP, CISM, CISA, or IAM-related certifications are a plus. Your role as a Support Account Manager will be critical in ensuring our customers achieve long-term success with our platform, driving retention, adoption, and maximum value.,