ABOUT THE ROLE

This pivotal role is designed for a proactive, self-motivated professional who excels in a fast-paced environment and is passionate about driving customer success and retention. You are someone who not only resolves issues but also deeply understands customer needs, anticipates challenges, and proactively identifies opportunities for value creation.
You will serve as a primary technical point of contact for our most valuable, strategic enterprise customers, building strong relationships and ensuring their optimal utilization of the Encircle platform. This role requires a blend of deep technical expertise, exceptional communication skills, and a keen business acumen to provide world-class support that contributes directly to customer satisfaction and contract renewals.
We’re looking for someone with 5+ years of experience in a technical account management, enterprise support, or senior customer success engineering role, ideally within a SaaS environment.

KEY RESPONSIBILITIES

• Deliver Strategic Technical Account Management: Provide proactive, white-glove technical support and guidance to Encircle’s most valuable enterprise customers via phone and email, ensuring their success and satisfaction.
• Drive Product Adoption & Value: Deeply analyze customer product usage data to identify trends, uncover insights, and provide data-driven recommendations that optimize their workflow, enhance their return on investment, and support contract renewals.
• Proactive Engagement & Relationship Building: Initiate regular proactive calls and touchpoints with key stakeholders within assigned accounts to anticipate needs, address potential issues before they escalate, and strengthen long-term partnerships.
• Collaborate for Customer Success: Work in very close partnership with our Customer Success Managers to develop and execute account strategies, ensuring a unified and exceptional customer experience from onboarding through renewal.
• Complex Issue Resolution: Investigate and resolve highly complex technical issues, acting as a bridge between the customer and our engineering teams, while maintaining transparent and exceptional communication throughout the resolution process.
• Escalation Management: Expertly handle escalated and high-touch accounts with professionalism, urgency, and a solutions-oriented approach, ensuring swift and satisfactory outcomes.
• Bug Management & Feedback Loop: File, manage, and prioritize bugs and feature requests in Jira, clearly communicating detailed technical specifications and customer impact to the development and product teams.
• Identify Trends & Insights: Continuously monitor for patterns and trends in customer interactions and product usage, proactively raising potential incidents, UX pain points, or opportunities for product enhancement.
• Knowledge & Process Improvement: Contribute significantly to the creation and refinement of internal and external documentation, knowledge base articles, and best practices to scale enterprise support.
• Strategic Project Contribution: Take initiative on cross-functional projects aimed at improving the overall customer experience, product stability, and internal operational efficiency.
• Mentorship & Leadership: Share advanced technical knowledge and best practices, mentoring more junior members of the support team and contributing to their professional development.
• After-Hours Emergency Support: Participate in a 24/7 passive on-call to monitor a dedicated phone number and email for urgent after-hours issues, particularly supporting customers in UK timezones (emergencies only)..
• HOURS OF OPERATION- Monday–Friday, 9:00 AM–5:00 PM ET with some on-call and Holiday coverage rotation