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.

• 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