Support Account Manager
Core
Manage high-touch enterprise client engagements, oversee critical incident escalations, and align internal support engineering teams to ensure fast resolution and SLA compliance.
Role type
Senior Support Account Manager (Enterprise)
Builds
High-touch support service for premier enterprise accounts
Domain
Cybersecurity / Identity and Access Management
Deliverable
client delivery
Required skills
Enterprise software support, critical incident management, stakeholder management, SLA management, process improvement, cross-functional team leadership, technical communication
Preferred skills
Queue management, change management, problem management, follow-the-sun coordination
Technologies
Enterprise-class software systems
Responsibilities
Monitor account health and historical feedback, organize support case reviews, educate customers on best practices, manage post-mortem activities, coordinate follow-the-sun handovers, relay customer priorities to engineers, manage critical incident escalations, coordinate internal and external executive communications
Seniority
Senior, hands-on IC
