Support Account Manager

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

Overview

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses. For more information, visit www.jaggaer.com

What We Are Looking For

We are looking for a customer-focused professional with strong technical expertise and experience in support and account management. The ideal candidate will act as a trusted advisor and customer advocate, proactively identify potential issues, drive complex issues to resolution by engaging the appropriate internal teams, help prevent recurring problems, and ensure a high-quality support experience for designated customers.

Principal 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.

Position Requirements

• 3 years of experience in SaaS support, technical account management, enterprise software support, or a related customer-facing role.
• Good 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.
• Additional language skills are a plus.

What We Offer

At JAGGAER, we are committed to supporting you and your family’s well-being. Your health is a priority, and we offer a range of programs to help you stay well and thrive. Our benefits include exceptional medical, dental & vision plans, adoption assistance, wellness reimbursements, generous parental leave, 401(k) matching, flexible work options, unlimited vacation for exempt employees, and more!

Our Values

At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them–the way we collaborate, innovate, solve problems, and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.

Transparency – Openness Builds Trust

Candor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners.

Entrepreneurial Spirit – Own It, Drive It, Make It

A scrappy, customer-obsessed, problem-solving mindset is at the cornerstone of both organizational and personal growth

Accountability – Thumbs In, Not Fingers Out

We take responsibility for ourselves before pointing elsewhere

Metrics-Driven Results – Outcomes Over Activities

Data and evidence guide our decisions, help us course-correct quickly, and ensure we’re delivering real impact

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: [e-mail] All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.