Support Account Manager

About Our Client:The organization operates in the cybersecurity and identity and access management industry, addressing the challenge of securing and streamlining digital experiences for users. It offers a cloud identity platform that enables seamless and secure interactions across various activities such as shopping, working, and banking. Serving large enterprises globally, including over half of the Fortune 100, the company focuses on protecting digital identities and fostering a culture that values individuality and inclusion. About the Opportunity:The SUPPORT ACCOUNT MANAGER role is focused on delivering high-touch technical support to key clients, promoting rapid resolution of issues to ensure customer success. This position serves as a critical liaison between clients and internal support engineering teams, managing escalations and aligning processes to improve service delivery. The role contributes by maintaining strong client relationships, overseeing case prioritization, and enhancing internal workflows to support customer needs efficiently. Responsibilities:Monitor health and status of premier client accountsReview support cases regularly and ensure proper prioritizationEducate customers on best practices and learning opportunitiesEnsure adherence to service level agreementsManage post-mortem activities and communicate outcomesAnalyze trends and design process improvementsCoordinate follow-the-sun handovers across regionsCollaborate with engineers to address customer prioritiesManage critical incident and escalation processesParticipate in on-call weekend rotation managementStrengthen relationships across partner and internal teamsDevelop and refine support processes to meet team needsCoordinate resources and provide executive communications Requirements:Minimum 5 years experience with enterprise software in client-facing rolesStrong verbal and written communication skillsAbility to build rapport and trust with customers quicklyOrganizational skills to manage and follow through on customer requestsExperience in incident, problem, and change managementFamiliarity with queue management and support structuresAbility to manage stakeholders during critical situationsSkill in translating complex technical issues for wider audiencesOversight and task management capabilitiesMethodical problem-solving approach with customer impact understanding Pay Range and Compensation Package:Salary range from $90,000 to $105,000Compensation determined by knowledge, skills, and abilities per applicable laws Benefits & Perks:Generous paid time off and holiday scheduleParental leaveProgressive healthcare optionsRetirement programsEducation reimbursement opportunitiesCommuter offset in specific locations Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.