Support Account Manager

Saviynt; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Saviynt is seeking a Support Account Manager to serve as a key contact for accounts while resolving issues and enhancing the support experience. This role requires a commitment to exceptional customer service and involves managing relationships with clients to ensure their operational efficiency.

Ideal candidates should have a Bachelor’s degree in computer science or a related field, exceptional communication skills, and a customer-centric mindset. The position is based in Bengaluru, Karnataka, India.

Qualifications

• Strong verbal and written communication skills.
• Ability to diagnose and resolve issues effectively.
• Excellent organizational skills to handle multiple priorities.
• Commitment to delivering exceptional customer service.
• Ability to analyze customer feedback and performance metrics.
• Flexibility to adapt to changing customer needs.
• Capability to work well with cross-functional teams.
• Understanding customer frustrations with patience.

Responsibilities

• Help customers resolve issues through case management and root-cause analysis.
• Provide reports on customer instance health.
• Identify upgrade needs and assist with upgrade planning.
• Establish and maintain relationships with key accounts.
• Address customer issues coordinating with various departments.
• Guide new customers through onboarding.
• Monitor support metrics to identify improvement areas.
• Work closely with other departments for customer needs.

Skills

Communication Skills

Problem-Solving

Time Management

Customer-Centric Mindset

Analytical Skills

Adaptability

Team Collaboration

Empathy and Patience

Education

Bachelor’s degree in computer science, Information Systems, Cybersecurity or equivalent

Relevant industry certifications (CISSP, CISM, CISA)

Job description

Saviynt's AI‑powered identity platform manages and governs human and non‑human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.

The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation.

What You Will Be Doing

• Support issues: Help customers resolve issues, including case and escalation management, root‑cause analysis, and special projects
• Provide reports: Provide reports on the health of the customer's instance
• Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning
• Advocate for customers: Act as an escalation point for customer‑submitted cases and requests
• Client Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutions.
• Issue Resolution: Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction.
• Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the company's products or services effectively.
• Performance Monitoring: Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery.
• Cross‑Functional Collaboration: Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings.
• Account Management: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service.
• Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements.
• Proactive Engagement: Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer.
• Documentation and Reporting: Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance. In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations. You will coordinate cross‑functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency.

What You Bring

• Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial.
• Problem‑Solving: Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction.
• Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously.
• Customer‑Centric Mindset: A commitment to delivering exceptional customer service and fostering positive relationships.
• Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement.
• Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments.
• Team Collaboration: Capability to work well with cross‑functional teams to resolve issues and improve customer satisfaction.
• Empathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivity.
• Education: Bachelor’s degree in computer science, Information Systems, Cybersecurity, or 8+ years of experience in a related field (or equivalent work experience). Relevant industry certifications (CISSP, CISM, CISA, or IAM‑related certifications) are a plus. This role is critical in ensuring customers achieve long‑term success with Saviynt, driving retention, adoption, and maximum value from our platform.

₹0 - ₹0 a year

If required for this role, you will:

• Complete security & privacy literacy and awareness training during onboarding and annually thereafter.
• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
• Data Classification, Retention & Handling Policy
• Incident Response Policy/Procedures
• Business Continuity/Disaster Recovery Policy/Procedures
• Mobile Device Policy
• Account Management Policy
• Access Control Policy
• Personnel Security Policy
• Privacy Policy

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.