Support Account Manager

Role Overview

• 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.

Requirements

• Bachelor’s degree in computer science, Information Systems, Cybersecurity, or 8+ years of experience in a related field (or equivalent work experience).
• Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.

Tech Stack

• Cyber Security

Benefits

• If required for this role, you will:

• Complete security & privacy literacy and awareness training during onboarding and annually thereafter

• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

    > Data Classification, Retention & Handling Policy
    > Incident Response Policy/Procedures
    > Business Continuity/Disaster Recovery Policy/Procedures
    > Mobile Device Policy
    > Account Management Policy
    > Access Control Policy
    > Personnel Security Policy
    > Privacy Policy