Support Account Manager at Saviynt

About the Role

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

Key Responsibilities

• →Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects
• →Provide reports: Provide reports on the health of the customer's instance
• →Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning
• →Advocate for customers: Act as an escalation point for customer-submitted cases and requests
• →Client Relationship Management: Establish and maintain strong relationships with key accounts
• →Issue Resolution: Address and resolve customer issues by coordinating with various departments
• →Customer Onboarding: Guide new customers through the onboarding process
• →Performance Monitoring: Monitor and track customer support metrics
• →Cross-Functional Collaboration: Work closely with other departments
• →Account Management: Manage customer accounts by keeping detailed records
• →Feedback Collection: Gather and analyze customer feedback
• →Proactive Engagement: Anticipate customer needs and proactively reach out
• →Documentation and Reporting: Maintain accurate records of customer interactions