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Support Account Manager

Date Posted: 11/19/2018

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Job Description

SUPPORT ACCOUNT MANAGER
MIAMI
We are looking for a self-motivated, highly professional field engineer/enterprise architect to join our Technical Support Team as a Support Account Manager. This position be responsible for building and maintaining trusted advisor post-sales relationships with a designated set of our largest and most complex customers, by providing them a high-touch support experience. Working closely with both the Customer Success and Technical Support teams, the candidate will be engaging on ongoing basis with customer Business and IT management to optimize customer satisfaction and value achieved through architecture optimization/scaling and through providing a superior technical support experience. The Support Account Manager will work with the corresponding Customer Success Manager, Customer Support, Engineering, Product Management, Partners and Customer personnel to understand the customer's business and technical environment and the short and long-term goals for those products the customer has deployed. The Support Account Manager works very closely and collaboratively with members of the Account Team and customer/partner contacts, becoming intimately acquainted with the customers business requirements, technical needs, systems, environment and services history. In the role of Support Account Manager, the candidate will be a member of a highly skilled support team focused on resolving technical issues through driving cross-functional teams ensuring customer issues are clearly identified and resolved effectively. The Support Account Manager will be delivering personalized, proactive and reactive enterprise-class support services, acting as a central point of escalation for support related requests. Working as a support advocate, the Support Account Manager helps coordinate efforts within our organization to ensure timely resolution of incidents and problems. A Support Account Manager provides regular communications by conducting service reviews, providing operational summaries and driving status updates on all open high-priority incidents. Support Account Managers should be comfortable presenting to all levels within an organization including C-Level contacts. Support Account Managers are expected to build a close relationship with the customer to better serve their business needs, as well as to react quickly and provide a revised approach when business needs change. The Support Account Manager role is critical to the assigned Account/Sales Team in furthering our partner and customer relationships, in particular helping to increase sales by coordinating support activities for the account to ensure a high level of Customer Satisfaction.


 
The Responsibilities
 As required, the candidate will work with the customer to perform architectural and process health checks of development, test, and or/production infrastructures. This will include identifying and documenting proposed optimizations and best practices to support maximum availability as well as scaling of the infrastructure.
* As required, the Support Account Manager will provide onsite onboarding services in conjunction with the remote onboarding team.
* Meet regularly with the customer internal support teams to review joint support performance statistics
* Ensure appropriate delivery of ongoing training of customer internal support personnel.
* Manage a joint technical support continuous improvement initiative with the customer teams. Use support statistics to identify current focus areas. Perform RCA's, identify preventative/improvement measures, implement corrective initiatives, and measure results.
* Act as the key interface to the customer relative to all support/environment-related escalations
* Ensure that customers are able to scale seamlessly and rapidly with minimal issues.
* Work on key critical issues on site at the customer location along with customer personnel

Job Requirements

SUPPORT ACCOUNT MANAGER
MIAMI
We are looking for a self-motivated, highly professional field engineer/enterprise architect to join our Technical Support Team as a Support Account Manager. This position be responsible for building and maintaining trusted advisor post-sales relationships with a designated set of our largest and most complex customers, by providing them a high-touch support experience. Working closely with both the Customer Success and Technical Support teams, the candidate will be engaging on ongoing basis with customer Business and IT management to optimize customer satisfaction and value achieved through architecture optimization/scaling and through providing a superior technical support experience. The Support Account Manager will work with the corresponding Customer Success Manager, Customer Support, Engineering, Product Management, Partners and Customer personnel to understand the customer's business and technical environment and the short and long-term goals for those products the customer has deployed. The Support Account Manager works very closely and collaboratively with members of the Account Team and customer/partner contacts, becoming intimately acquainted with the customers business requirements, technical needs, systems, environment and services history. In the role of Support Account Manager, the candidate will be a member of a highly skilled support team focused on resolving technical issues through driving cross-functional teams ensuring customer issues are clearly identified and resolved effectively. The Support Account Manager will be delivering personalized, proactive and reactive enterprise-class support services, acting as a central point of escalation for support related requests. Working as a support advocate, the Support Account Manager helps coordinate efforts within our organization to ensure timely resolution of incidents and problems. A Support Account Manager provides regular communications by conducting service reviews, providing operational summaries and driving status updates on all open high-priority incidents. Support Account Managers should be comfortable presenting to all levels within an organization including C-Level contacts. Support Account Managers are expected to build a close relationship with the customer to better serve their business needs, as well as to react quickly and provide a revised approach when business needs change. The Support Account Manager role is critical to the assigned Account/Sales Team in furthering our partner and customer relationships, in particular helping to increase sales by coordinating support activities for the account to ensure a high level of Customer Satisfaction.



The Responsibilities
As required, the candidate will work with the customer to perform architectural and process health checks of development, test, and or/production infrastructures. This will include identifying and documenting proposed optimizations and best practices to support maximum availability as well as scaling of the infrastructure.
As required, the Support Account Manager will provide onsite onboarding services in conjunction with the remote onboarding team.
Meet regularly with the customer internal support teams to review joint support performance statistics
Ensure appropriate delivery of ongoing training of customer internal support personnel.
Manage a joint technical support continuous improvement initiative with the customer teams. Use support statistics to identify current focus areas. Perform RCAs, identify preventative/improvement measures, implement corrective initiatives, and measure results.
Act as the key interface to the customer relative to all support/environment-related escalations
Ensure that customers are able to scale seamlessly and rapidly with minimal issues.
Work on key critical issues on site at the customer location along with custom
Posted By: hhabibvand@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Miami, FL
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:11/19/2018
  • Contact: Hamid Habibvand (408) 418-1867
  • Pay Range: $0.00 - $0.00 Annually
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Job Reference: JO-1809-40159