SaaS Support Account Manager - Trusted Advisor

JAGGAER; Durham (NC); A distancia; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that helps organizations manage and automate complex procurement processes. We seek a customer-focused professional with strong technical expertise to act as a trusted advisor, proactively identify issues, and drive complex resolutions for designated customers.

The role emphasizes building relationships, monitoring support activity, and coordinating with internal teams to ensure high-quality support and customer

Formación

• 3 years of experience in SaaS support or a related customer-facing role.
• Ability to understand customer issues and coordinate with internal teams to drive resolution.
• Strong organizational and follow-up skills to manage multiple customers and priorities.

Responsabilidades

• 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 escalate.
• Review open and aging cases with Support to 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 reduce repeat cases and improve customer experience.
• Conduct regular reviews of customer cases, support activity, and product usage to identify areas needing assistance.
• Coordinate with Support, Development, Product Management, Professional Services, Customer Success and other teams as needed.
• Assist with root cause analysis and follow-up on corrective actions.

Conocimientos

SaaS support

Account management

Troubleshooting

Customer relationships

Cross-functional collaboration

Bachelor’s degree

Procurement knowledge

Languages

Educación

Bachelor's degree or equivalent

Descripción del empleo

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that helps organizations manage and automate complex procurement processes. We seek a customer-focused professional with strong technical expertise to act as a trusted advisor, proactively identify issues, and drive complex resolutions for designated customers.

The role emphasizes building relationships, monitoring support activity, and coordinating with internal teams to ensure high-quality support and customer