Act as the primary support liaison for assigned Premium/Platinum accounts, reflecting professionalism and customer-centricity in every interaction
Own the customer support experience end-to-end, including SLA monitoring, case workflow, and renewal support
Partner closely with Account Managers, Support Managers, and Technical teams to ensure seamless customer experience and effective issue resolution
Anticipate risks, proactively address recurring issues, and identify opportunities for product adoption or service improvement
Represent customer needs internally, escalating and relaying feedback to product and leadership teams
Deliver regular executive dashboards, case summaries, and health reports to both customers and internal stakeholders

Demonstrated experience in customer success, account management, or support roles within SaaS or technology environments
Proven ability to manage multiple priorities, with strong organizational and time management skills
Collaborative, customer-first attitude with passion for delivering exceptional service experiences
Skilled in SLA management, escalation handling, and translating technical data into business insights
Excellent communication, relationship building, and problem solving skills
Bachelor’s or Graduate degree in Business, Finance, Computer Science, or related field, or equivalent experience

Comprehensive compensation package
Health, welfare and wellbeing benefits designed to support both your professional and personal life

Support Account Manager

Key skills