Strategic Enterprise Support Account Lead

Workato, Inc.; United States; Remote; USD 14,000 - 19,000; Full time

Job summary

Workato is seeking a Support Account Manager to own the support relationship for a portfolio of strategic enterprise accounts across APJ and US time zones. You will drive response and resolution health, manage escalations, and partner with Engineering, Customer Success, and Professional Services to ensure outcomes.

You will advocate for proactive risk identification, conduct regular business reviews, and capture knowledge to improve the broader support org and customers over time.

Qualifications

• 4–6 years in enterprise technical support or customer-facing roles with named or strategic accounts.
• Track record of managing complex, high-severity escalations across multiple internal teams.

Responsibilities

• Own the support health of a defined portfolio of strategic accounts.
• Run regular support business reviews with accounts and commit to specific actions with owners and dates.
• Orchestrate cross-functional escalations across Support, Engineering, Customer Success, and Professional Services for timely resolution.
• Identify recurring or systemic issues and drive root-cause fixes with Engineering.
• Build familiarity with each account’s Workato environment, use cases, and business priorities to keep support contextual.

Skills

Enterprise support

Account management

Escalation management

Data analysis

APIs & integrations

Tools

CRM systems

Knowledge base tooling

Job description

Workato is seeking a Support Account Manager to own the support relationship for a portfolio of strategic enterprise accounts across APJ and US time zones. You will drive response and resolution health, manage escalations, and partner with Engineering, Customer Success, and Professional Services to ensure outcomes.

You will advocate for proactive risk identification, conduct regular business reviews, and capture knowledge to improve the broader support org and customers over time.