Support Account Manager
Core
Own the support relationship for a portfolio of strategic enterprise accounts, accountable for end-to-end support experience, escalation management, and operational reviews.
Role type
Senior Support Account Manager
Builds
Support health, resolution outcomes, and customer trust for enterprise automation workflows
Domain
Enterprise AI / iPaaS / Automation / Orchestration
Required skills
Enterprise technical support, Strategic account ownership, Escalation management, Support metrics analysis, Written communication, Technical fluency (APIs/Integrations), Cross-timezone collaboration
Preferred skills
iPaaS/Enterprise automation platform experience, Agentic AI/LLM workflows, KCS knowledge practices
Responsibilities
Track and drive support metrics (response time, resolution time, satisfaction), Run regular support business reviews, Orchestrate escalations across internal teams, Identify and drive root cause for systemic issues, Build deep familiarity with account environments, Feed knowledge loop with reusable resolutions, Partner on renewal and expansion risk
Seniority
Mid-Senior, hands-on IC
