Strategic SaaS Support & Accounts Manager

JAGGAER; North Carolina; On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental & vision plans

Adoption assistance

Wellness reimbursements

Parental leave

401(k) matching

Flexible work options

Unlimited vacation

Job summary

JAGGAER is seeking a customer-focused professional with strong technical expertise to support and manage accounts. The role emphasizes proactive issue resolution, trusted advising, and collaboration with internal teams to ensure high-quality support for designated customers.

As a trusted advisor, you will monitor support activity, identify trends, and coordinate with Support, Development, Product, and Customer Success teams to resolve complex issues.

Qualifications

• 3 years of experience in SaaS support, technical account management, enterprise software support, or a related customer-facing role.
• Strong troubleshooting and problem-solving skills.
• Ability to understand customer issues, identify trends, and coordinate with internal teams to drive resolution.
• Strong organizational and follow-up skills, with the ability to manage multiple customers and priorities.
• Ability to communicate effectively with customers, technical teams, and business stakeholders.

Responsibilities

• Build and maintain relationships with assigned customers as the trusted point of contact for support-related needs.
• Monitor customer support activity, identify trends, and proactively address potential issues before they become escalations.
• Review open and aging cases and work with Support teams to help ensure timely resolution.
• Track customer concerns and follow up on action items to ensure commitments are completed.
• Identify recurring issues and work with internal teams to help reduce repeat cases and improve the customer experience.
• Conduct regular reviews of customer cases, support activity, and product usage to identify areas where additional assistance may be needed.
• Coordinate with Support, Development, Product Management, Professional Services, Customer Success, and other teams when customer issues require additional attention.
• Assist with root cause analysis and follow up on corrective actions when appropriate.
• Help customers understand available resources, support processes, and self-service options.
• Prepare and present customer support metrics, case trends, and other relevant information during regular customer reviews.
• Partner with Account Managers and Customer Success Managers to ensure customer needs and concerns are communicated and addressed.
• Identify opportunities to improve customer engagement, support processes, and overall customer satisfaction.
• Continue developing technical and product knowledge to better support assigned customers.

Skills

Relationship building

Customer service

Troubleshooting

Communication

Proactive problem solving

Cross-functional coordination

Education

Bachelor's degree or equivalent experience

Job description

JAGGAER is seeking a customer-focused professional with strong technical expertise to support and manage accounts. The role emphasizes proactive issue resolution, trusted advising, and collaboration with internal teams to ensure high-quality support for designated customers.

As a trusted advisor, you will monitor support activity, identify trends, and coordinate with Support, Development, Product, and Customer Success teams to resolve complex issues.