Support Account Manager (SAM)

Job Highlights

• Empathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivity
• Education: Bachelor's degree in Computer Science, Information Systems, Cybersecurity, or 8+ years of experience in a related field
• Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus

About Saviynt

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world's leading brands, Fortune 500 companies and government institutions.

The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation.

WHAT YOU WILL BE DOING

1. Support Issues

Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects.

2. Reporting

Provide reports on the health of the customer's instance.

3. Upgrades & Planning

Identify upgrade needs, create upgrade plans, and assist with upgrade planning.

4. Customer Advocacy

Act as an escalation point for customer-submitted cases and requests.

5. Client Relationship Management

Establish and maintain strong relationships with key accounts. Act as the primary contact for customers' inquiries, providing timely and effective solutions.

6. Issue Resolution

Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction.

7. Customer Onboarding

Guide new customers through the onboarding process, ensuring they understand how to use the company's products or services effectively.

8. Performance Monitoring

Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery.

9. Cross-Functional Collaboration

Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings.

10. Account Management

Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service.

11. Feedback Collection

Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements.

12. Proactive Engagement

Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer.

13. Documentation and Reporting

Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance.

WHAT YOU BRING

• Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial.
• Problem-Solving: Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction.
• Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously.
• Customer-Centric Mindset: A commitment to delivering exceptional customer service and fostering positive relationships.
• Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement.
• Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments.
• Team Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction.
• Empathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivity.
• Education: Bachelor's degree in Computer Science, Information Systems, Cybersecurity, or 8+ years of experience in a related field (or equivalent work experience).
• Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.

Why Join Saviynt?

• ✅ AI-powered identity security leader
• ✅ Fortune 500 clients and government institutions
• ✅ High-growth Platform as a Service company
• ✅ Innovative and dynamic work environment
• ✅ Tremendous growth and learning opportunities

Verified by Employee Table — free to apply, no registration fee required.