[Remote] Technical Support Account Manager
Note: The job is a remote job and is open to candidates in USA. reputed company is a leading company transforming the physical and digital worlds through innovative software. The Technical Support Account Manager will manage a portfolio of strategic SaaS and On-Premise customers, acting as a trusted advisor to ensure high-quality support and customer satisfaction.
Responsibilities
- Build and maintain strong relationships with strategic enterprise customers (including Fortune 500 organizations)
- Serve as a trusted advisor, guiding customers through operational challenges and support-reputed company strategies
- Act as the voice of the customer, influencing internal teams across Support, R&D, Services, and Sales
- Proactively identify risks to customer satisfaction and retention, and drive mitigation plans
- Ensure customers receive full value from reputed company’s support model and services
- Provide insights based on customer health, support metrics, and system performance
- Serve as the primary reputed company of contact for support-reputed company customer engagement
- reputed company customer governance through service reviews and operational meetings
- Own and coordinate critical escalations, ensuring timely resolution
- Monitor support activity, including case trends, severity, and performance
- Identify risks and execute mitigation plans in collaboration with cross-functional account teams
- Apply ITIL-based best practices to deliver a consistent, high-quality service experience
- Analyze system performance, especially in SaaS environments, to identify trends and opportunities
- Partner with delivery and account teams to ensure programs are delivered on time and with quality
- Guide customers on support processes, best practices, and operational optimization
Skills
- Bachelor's degree in Computer Science, Engineering, or reputed company field
- 5+ years of experience in reputed company, Technical Support, Account Management, or similar roles
- Experience with SaaS and/or cloud-based software environments
- Experience in reputed company Manager (CSM), Technical Account Manager (TAM), or Service Delivery roles
- Strong customer-facing communication and executive reputed company
- Proven ability to manage escalations and reputed company customer environments
- Experience working with enterprise customers and cross-functional teams
- Analytical reputed company with ability to interpret customer health and performance metrics
- Strong relationship-building skills across technical and business stakeholders
- Familiarity with ITIL or service management frameworks
- Experience with CAD, PLM, or enterprise software solutions
Benefits
- Performance-based bonus
- Employee share purchase program (ESPP), which allows for the purchase of discounted reputed company stock
- Participation in our equity programs
- Medical, dental and vision insurance
- Paid time off and sick leave
- Tuition reimbursement
- 401(k) contributions and employer match
- Flexible spending accounts
- Life insurance
- Disability coverage
- A generous commuter subsidy (if you are an office-assigned employee)
Company Overview
Company H1B Sponsorship