About the Role
You will manage high-touch customer engagements and coordinate internal support efforts to resolve issues quickly. You will monitor account health, run support-case reviews, manage critical incidents and handovers, communicate with stakeholders, educate customers, and improve support processes and customer experience.
Requirements
•5+ years of experience with enterprise-class software systems in a client-facing role
•Verbal and written communication skills
•Rapport-building and customer-trust skills
•Customer account-management strategy
•Incident, problem, and change management experience
•Queue-management and support-organization knowledge
•Experience managing internal and external account stakeholders in critical situations
•Ability to communicate complex technology issues to broader audiences
•Task oversight and management
•Methodical problem solving
Responsibilities
•Monitor the health of premier accounts
•Organize support-case reviews and ensure prioritization
•Educate customers on best practices and learning opportunities
•Ensure customer needs and case service-level agreements are met
•Oversee and communicate post-mortem activities
•Monitor trends and design processes to improve customer experience
•Organize follow-the-sun handovers across regions
•Work with engineers to relay customer priorities
•Manage critical incidents and escalations
•Participate in the manager on-call weekend rotation
•Strengthen Partner, Professional Services, and Customer Success relationships
•Create and refine support processes
•Coordinate resources and provide executive communications
Benefits
•Generous PTO and holiday schedule
•Parental leave
•Progressive healthcare options
•Retirement programs
•Commuter offset in specific locations
•Employee Resource Groups
•Regular company and team bonding events
•Global volunteering and community initiatives
