Senior Support Account Manager

The Fountain Group; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A forward-thinking company is seeking a Customer Success Manager to enhance the support experience for strategic customers. This remote role involves driving technical support across a range of security products, ensuring customer satisfaction and loyalty. The ideal candidate will have extensive experience in technical support and client-facing roles, particularly with Fortune 500 companies. This position offers an opportunity to work collaboratively in a dynamic environment, where your expertise will directly impact customer success and business outcomes. Join a team that values collaboration, execution, and integrity, and help shape the future of customer support in the tech industry.

Qualifications

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

Responsibilities

• Manage customer support experience for strategic customers.
• Lead resolution of technical issues blocking platform adoption.

Skills

Technical Support

Customer Relationship Management

Network Security Technology

Cloud Security

Communication Skills

Problem Solving

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 responsibilities include driving the technical support delivery across the company's platform of products to ensure the company exceeds customer expectations. You will understand your customers' business goals and security priorities to deliver support services that foster customer loyalty and success. Successful candidates will be customer-obsessed team players with technical expertise and strong business acumen, ensuring customers realize the value of their investment in the company's security platform.

Responsibilities:

• Manage the customer support experience for our high-touch, personalized support services to large enterprise, strategic customers.
• Lead the identification and resolution of technical issues blocking successful adoption of the company's platform.
• Develop a deep understanding of our customers' business and security priorities to manage support issues effectively.
• Provide weekly status reports summarizing support status, resolution pathways, and support metrics.
• Conduct quarterly business reviews to communicate the value derived from the company's investment.
• Provide updates on product and feature enhancements.
• Use data proactively to monitor customer health, mitigate risks, and resolve technical issues.
• Act as an advocate for customers, coordinating internal resources during high-severity case triage and resolution.
• Maintain technical proficiency across the company's platform for continuous development.

Qualifications:

• Minimum HSD/GED required.
• 8+ years of experience in technical support or service delivery, with demonstrated skills in providing technical guidance to engineers, management, and executives.
• 8+ years of client-facing sales or services experience with large enterprise, Fortune 500 companies.
• Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products like next-generation firewalls, SASE solutions, cloud security, endpoint security, and security orchestration, automation, and response products.
• Ability to translate business objectives into desired outcomes and provide best practice guidance.
• Proven ability to prioritize in demanding environments and deliver consistent results.
• Ability to identify key customer stakeholders, engage, and build relationships independently.
• Manage multiple issues dynamically, proactively mitigating risks and challenges.
• Provide leadership in a matrix team environment, influencing others to achieve customer outcomes.
• Excellent communication skills to articulate technical issues clearly to technical and non-technical audiences and explain business impacts.
• Positive, growth-oriented mindset.
• Thrives in a team environment aligned with values of Collaboration, Disruption, Execution, Inclusion, and Integrity.

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