Remote Support Account Manager: Trusted Advisor

Tech Sales Jobs; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

JAGGAER is seeking a Support Account Manager for a remote role based in Durham, NC. You will act as a trusted advisor, drive complex issues to resolution, and ensure a high-quality support experience for designated customers.

Responsibilities include building strong relationships, monitoring support activity, reviewing aging cases, coordinating with cross-functional teams, and advancing knowledge of our Source-to-Pay platform to better support customers.

Qualifications

• 3 years of experience in SaaS support, technical account management, enterprise software support, or a related customer-facing role.
• Strong troubleshooting and problem-solving skills.
• Ability to understand customer issues, identify trends, and coordinate with internal teams to drive resolution.

Responsibilities

• Build and maintain strong relationships with assigned customers and serve as a trusted point of contact for support-related needs.
• Monitor customer support activity, identify trends, and proactively address potential issues before they become escalations.
• Review open and aging cases and work with Support teams to help ensure timely resolution.
• Track customer concerns and follow up on action items to ensure commitments are completed.
• Identify recurring issues and work with internal teams to help reduce repeat cases and improve the customer experience.
• Conduct regular reviews of customer cases, support activity, and product usage to identify areas where additional assistance may be needed.
• Coordinate with Support, Development, Product Management, Professional Services, Customer Success, and other teams when customer issues require additional attention.
• Assist with root cause analysis and follow up on corrective actions when appropriate.
• Help customers understand available resources, support processes, and self-service options.
• Prepare and present customer support metrics, case trends, and other relevant information during regular customer reviews.
• Partner with Account Managers and Customer Success Managers to ensure customer needs and concerns are communicated and addressed.
• Identify opportunities to improve customer engagement, support processes, and overall customer satisfaction.
• Continue developing technical and product knowledge to better support assigned customers.

Skills

SaaS support

Technical account management

Customer-facing

Problem-solving

Communication

Education

Bachelor's degree or equivalent experience

Job description

JAGGAER is seeking a Support Account Manager for a remote role based in Durham, NC. You will act as a trusted advisor, drive complex issues to resolution, and ensure a high-quality support experience for designated customers.

Responsibilities include building strong relationships, monitoring support activity, reviewing aging cases, coordinating with cross-functional teams, and advancing knowledge of our Source-to-Pay platform to better support customers.