Strategic Enterprise Support Manager

Workato, Inc.; Muntinlupa; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Workato, the leading Control and Execution Platform for Enterprise AI, is seeking a Support Account Manager based in the Philippines. You will own the support relationship for a portfolio of strategic enterprise accounts, drive health metrics, and coordinate across Support, Engineering, and Customer Success to ensure timely resolutions.

You will run business reviews, surface trends, and work with engineering on root-cause fixes, all while aligning with account priorities and renewal strategies.

Qualifications

• 4-6 years in enterprise technical support, technical account management, or a customer-facing support role.

Responsibilities

• Own the support health of a defined portfolio of strategic accounts and drive input/output metrics such as response time, resolution time, backlog age, reopen rate, and customer satisfaction.
• Run regular support business reviews with accounts, surface trends, name problems early, and commit to actions with owners and dates.
• Orchestrate escalations across Support, Engineering, Customer Success and Professional Services to ensure timely resolution.
• Identify recurring or systemic issues and partner with Engineering on root-cause analysis and fixes.
• Build deep familiarity with each account’s Workato environment, use cases, and business priorities to keep support contextual.
• Capture reusable resolutions and patterns to accelerate knowledge sharing across teams.
• Partner with Customer Success and account teams on renewal/expansion risk originating from support health.

Skills

Enterprise technical support

Technical account management

Escalation management

Support metrics

APIs and integrations

Time zones coordination

Written communication

Job description

Workato, the leading Control and Execution Platform for Enterprise AI, is seeking a Support Account Manager based in the Philippines. You will own the support relationship for a portfolio of strategic enterprise accounts, drive health metrics, and coordinate across Support, Engineering, and Customer Success to ensure timely resolutions.

You will run business reviews, surface trends, and work with engineering on root-cause fixes, all while aligning with account priorities and renewal strategies.