Strategic SaaS Support & Account Partner

JAGGAER; Durham (NC); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental & vision plans

401(k) matching

Flexible work options

Unlimited vacation (exempt)

Parental leave

Job summary

JAGGAER is seeking a customer-focused professional with strong technical expertise in support and account management to act as a trusted advisor for designated customers. You will proactively identify potential issues, drive resolutions by engaging cross-functional teams, and ensure a high-quality support experience.

As a key liaison, you will build relationships, monitor activity, review aging cases, and coordinate with Support, Development, Product Management, and Customer Success teams to

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years in SaaS support, tech account management, or related customer-facing roles.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent communication with customers and internal teams.
• Proactive, organized, and able to manage multiple customers.

Responsibilities

• Build and maintain strong relationships with assigned customers and serve as a trusted contact for support needs.
• Monitor support activity, identify trends, and preempt issues before escalations.
• Review open/aging cases and ensure timely resolutions with Support teams.
• Track customer concerns and follow up on action items to ensure commitments are completed.
• Identify recurring issues and coordinate with internal teams to reduce repeat cases.
• Conduct regular reviews of customer cases and product usage to identify needed assistance.
• Coordinate with Support, Development, Product Management, and other teams for complex issues.
• Assist with root cause analysis and follow up on corrective actions.
• Help customers understand resources, processes, and self-service options.
• Prepare and present customer support metrics and case trends during reviews.
• Partner with Account Managers to align on customer needs and actions.

Job description

JAGGAER is seeking a customer-focused professional with strong technical expertise in support and account management to act as a trusted advisor for designated customers. You will proactively identify potential issues, drive resolutions by engaging cross-functional teams, and ensure a high-quality support experience.

As a key liaison, you will build relationships, monitor activity, review aging cases, and coordinate with Support, Development, Product Management, and Customer Success teams to