Manage and interface with a portfolio of assigned customers
Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Customers
Develops relationships with key business and technical stakeholders across assigned accounts
Runs regular case and metric review meetings
Communicates status of customer issues and overall health internally as necessary, within Support, to other departments and to executives
Manages escalated Customer issues through to resolution, in conjunction with Escalation Manager
Understands the Customer's customizations and technical needs and is able to communicate these to other departments
Works with the AM to inform and plan with the customer: Upgrades and other rollouts, Upcoming maintenance events

Requirements

7+ years of customer facing experience, ideally in a Technical Account manager, Platinum Support manager, Project Manager or Escalation manager role
7+ years of experience implementing, administering or supporting enterprise software applications
Strong organizational skills
Excellent presentation skills
Willingness to travel occasionally
Bachelor degree in IT-related field, or equivalent work experience
Experience working with Case management systems, preferably SFDC
Understanding of cloud-based environments, including SaaS and PaaS
Ability to work in a globally distributed team environment, across multiple time zones
Ability to develop reports, review data and communicate metrics.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

enterprise software applicationscase management systemscloud-based environmentsSaaSPaaSdata analysisreport development

Soft Skills

organizational skillspresentation skillscommunication skillsrelationship managementproblem-solvingcustomer service

Certifications

Bachelor degree in IT-related field