Senior Support Account Manager

The Fountain Group; Plano (TX); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance the support experience for strategic clients. This remote role focuses on driving technical support delivery, ensuring customer satisfaction and loyalty. The ideal candidate will have extensive experience in technical support and client relations, particularly with large enterprises. You'll be responsible for managing customer support, resolving technical issues, and delivering insightful business reviews. Join a dynamic team that values collaboration and integrity, and make a significant impact on customer success.

Qualifications

• 8+ years in technical support or services delivery roles.
• Experience with Fortune 500 companies in client-facing roles.

Responsibilities

• Manage high-touch customer support for strategic clients.
• Provide leadership in resolving technical issues.
• Deliver quarterly business reviews to communicate value.

Skills

Technical Support

Client Relations

Network Security Technology

Cloud Security

Communication Skills

Risk Management

Education

High School Diploma or GED

Job description

The Fountain Group is currently seeking a Customer Success Manager for a prominent client of ours. This position is remote. Details for the position are as follows:

Job Description:

• $61.00 - $69.00 /HR based on experience!
• 11-month contract (potential to extend/convert based on performance/budget) (100% remote)
• As a Senior Customer Success Manager you are key to shaping the support experience of our largest, strategic customers. Your responsibility includes driving the technical support delivery across the company's platform of products to ensure company is exceeding customer expectations. As a partner to your Customers, you will understand their business goals and security priorities in order to deliver support services that drive customer loyalty and success. Successful candidates will be customer-obsessed team players who leverage demonstrated technical expertise with strong business acumen to ensure customers achieve the committed support outcomes and realize the value of their investment in company's security platform.
  
  

Responsible for:

• Manage the customer support experience for the delivery of our high-touch, personalized support service to our large enterprise, strategic customers.
• Provide leadership in the identification and resolution of technical issues that are blocking successful adoption of the company’s platform.
• Develop a deep understanding of our customer’s business and security priorities to provide technical support management of customer support issues.
• Develop and deliver weekly status reports to summarize support status of open issues, path to resolution and support metrics.
• Deliver quarterly business reviews that communicate the value the customer is deriving from their companys’ investment.
• Deliver updates on product and feature enhancements.
• Proactively use data to monitor customer health and to mitigate risk and to resolve customer technical issues.
• Act as an advocate for customers, coordinating internal resources during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• Invest in your continuous development by maintaining technical proficiency across the company's platform.
  
  

Qualifications:

• Minimum HSD/GED required.
• 8+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and information to customers from engineers to management to executives.
• 8+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
• Prior experience delivering and/or supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products.
• Ability to translate business objectives into desired outcomes and deliver best practice guidance.
• Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints.
• Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
• Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
• Demonstrated ability to provide leadership in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes.
• Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Positive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity