Enterprise Tech Support Account Manager

Sierra Ventures

United States

On-site

USD 80,000 - 100,000

Full time

14 days+

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Job summary

Phenom seeks a Technical Support Account Manager (TSAM) within our Global Customer Care team. You will be the primary technical contact for enterprise clients, delivering proactive support, solving complex issues, and guiding clients to maximize value from our HR technology solutions.

You will collaborate with Sales, Product Development, and Implementation, lead onboarding, monitor usage data, and identify upsell opportunities while staying current with industry trends to provide strategic

Qualifications

Bachelor’s degree or equivalent experience.
5+ years in Technical Support or client-facing role.
Strong technical acumen with SaaS platforms.
Experience with HR tech is a plus.
Knowledge of relational databases (SQL) and MongoDB.
Ability to travel 25%.

Responsibilities

Serve as main technical point of contact for a portfolio of enterprise clients.
Build relationships with stakeholders and act as trusted advisor.
Provide expert-level technical support, troubleshoot, and resolve issues.
Collaborate with Sales, Product Development, and Implementation on client issues.
Conduct onboarding and training sessions for clients.
Monitor product performance and usage data to identify optimization opportunities.
Analyze client feedback to suggest product improvements.
Identify upsell opportunities within existing accounts.
Coordinate with technical teams to resolve urgent client issues.
Stay current with industry trends to add value for clients.