Technical Support Account Manager - Afternoon Hours 13-22
Core
Manage a portfolio of strategic North American SaaS and On-Premise customers as a trusted advisor, ensuring operational excellence, issue resolution, and long-term retention.
Role type
Senior Technical Support Account Manager (TSAM)
Builds
High-quality support experiences and operational stability for enterprise customers
Domain
Industrial software (CAD, PLM) and SaaS
Deliverable
client delivery
Required skills
Customer success management, technical account management, service delivery management, escalation management, cross-functional collaboration, ITIL-based service management, SaaS environment management, enterprise customer relationship management, operational risk mitigation, support metrics analysis
Preferred skills
Executive presence, analytical mindset, CAD/PLM software familiarity, service management frameworks expertise
Responsibilities
Serve as primary point of contact for support-related customer engagement, lead customer governance through service reviews, own and coordinate critical escalations, monitor support activity and case trends, identify risks and execute mitigation plans, analyze system performance to identify trends, partner with delivery teams to ensure program quality, guide customers on support processes and operational optimization
Seniority
Senior, hands-on IC
