Strategic Support Account Manager & Customer Advocate

JAGGAER; Durham (NC); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) matching

Flexible work options

Unlimited vacation

Job summary

JAGGAER in Durham, NC is seeking a customer-focused professional with strong technical expertise in SaaS support and account management to act as a trusted advisor for designated customers. You will proactively identify issues, drive complex resolutions with internal teams, and help prevent recurring problems while delivering a high-quality support experience.

This role partners with Account Managers and Customer Success Managers to ensure customer needs are understood and addressed,

Qualifications

• 3 years of experience in SaaS support or 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.
• Comfortable reviewing support data, case trends, and customer feedback to identify areas for improvement.
• Ability to build positive relationships with customers and internal teams.
• Strong customer service mindset and a proactive approach to addressing customer needs.
• Bachelor’s degree or equivalent experience.
• Experience with procurement, supply chain, or enterprise SaaS solutions is preferred.

Responsibilities

• Build and maintain strong relationships with assigned customers and serve as a 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

SaaS Support

Account Management

Troubleshooting

Customer Service

Education

Bachelor's degree or equivalent experience

Job description

JAGGAER in Durham, NC is seeking a customer-focused professional with strong technical expertise in SaaS support and account management to act as a trusted advisor for designated customers. You will proactively identify issues, drive complex resolutions with internal teams, and help prevent recurring problems while delivering a high-quality support experience.

This role partners with Account Managers and Customer Success Managers to ensure customer needs are understood and addressed,