Product Support Account Manager
Core
Own the support relationship for a portfolio of strategic enterprise accounts, driving end-to-end support health, escalation management, and operational reviews.
Role type
Senior Support Account Manager
Builds
Reliable support experience and resolution for enterprise AI automation workflows
Domain
Enterprise AI / iPaaS / Automation
Deliverable
production ML models
Required skills
Enterprise technical support, strategic account management, escalation management, support metrics analysis, root cause analysis, cross-functional orchestration, technical fluency in integrations/APIs/automation
Preferred skills
Workato or comparable iPaaS experience, agentic AI/LLM workflow familiarity, KCS knowledge practices
Technologies
Workato, iPaaS, APIs, automation workflows
Responsibilities
Track and drive support metrics (response time, resolution time, backlog age, satisfaction), run regular support business reviews, orchestrate escalations across internal teams, identify and resolve systemic issues, build deep familiarity with account environments, feed the knowledge loop, partner on renewal/expansion risks
Seniority
Mid-Senior, hands-on IC