Senior Enterprise Support Account Manager

Workato, Inc.; Nogales (AZ); Remote; USD 90,000 - 120,000; Full time

Job summary

Workato, Inc. is seeking a Support Account Manager based in the Philippines to own the support relationship for a portfolio of strategic enterprise accounts across APJ and US time zones.

You will drive end‑to‑end support experience, manage escalations, and coordinate across Support, Engineering, Customer Success, and Professional Services to keep customers successful.

Strong communications and technical fluency with APIs and automation are essential, as is comfort working with global teams.

Qualifications

• 4–6 years in enterprise technical support, technical account management, or a customer‑facing support role, including time owning named or strategic accounts.
• Track record of managing complex, high‑severity escalations across multiple internal teams to resolution.
• Comfort with support metrics and the judgment to know which number matters in which situation.
• Technical fluency sufficient to hold a credible conversation about integrations, APIs, and automation workflows.
• Experience working across time zones with global teams and customers; role is based in the Philippines and will support APJ and US time zones.

Responsibilities

• Own the support health of a defined portfolio of strategic accounts. Track and drive input/output metrics for a good support experience.
• Run regular support business reviews with accounts, surface trends, and commit to actions with owners and dates.
• Orchestrate escalations across Support, Engineering, Customer Success, and Professional Services; maintain accountability and follow‑through.
• Identify recurring or systemic issues and drive root cause analysis with Engineering on correction‑of‑error reviews when warranted.
• Build deep familiarity with each account’s Workato environment, use cases, and business priorities to provide contextual support.
• Feed the knowledge loop by capturing reusable resolutions and patterns for broader use.
• Partner with Customer Success and the account team on renewal and expansion risk originating from support health.

Skills

Enterprise technical support

Account management

Data‑driven reviews

API & integrations

Global time zones

Job description

Workato, Inc. is seeking a Support Account Manager based in the Philippines to own the support relationship for a portfolio of strategic enterprise accounts across APJ and US time zones.

You will drive end‑to‑end support experience, manage escalations, and coordinate across Support, Engineering, Customer Success, and Professional Services to keep customers successful.

Strong communications and technical fluency with APIs and automation are essential, as is comfort working with global teams.