Support Account Manager

Role overview

Manage high-touch technical support relationships for enterprise customers, coordinating account priorities with support engineers and internal teams. The role combines customer communication and escalation management with improvements to support processes, helping teams reach effective resolutions and meet service commitments.

Responsibilities

- Track the health, history, feedback, and expectations of priority customer accounts. - Run recurring case reviews, coordinate priorities, and monitor service-level commitments. - Lead customer-facing escalation and critical incident coordination, including executive updates and post-incident follow-up. - Help customers understand support best practices and available learning opportunities. - Organize handovers across regions and work with engineers to communicate customer priorities. - Identify trends and improve support processes, queue management, and working relationships with partner, services, and customer success teams; participate in a weekend on-call manager rotation.

Requirements

- At least five years working with enterprise software in a customer-facing role. - Strong written and verbal communication skills, including the ability to explain complex technical issues to a broad audience. - Experience building customer trust, organizing requests, and following through on commitments. - Background in incident, problem, and change management, queue management, and support operations. - Experience coordinating internal and external stakeholders during high-impact situations. - A methodical approach to understanding customer context, technical problems, and business impact while keeping track of open tasks.

Benefits and work setup

The listed salary range is $90,000–$105,000 for Colorado, with final compensation based on skills and experience. Benefits include paid time off and holidays, parental leave, healthcare options, retirement programs, education reimbursement, and commuter support in some locations. The work environment is described as flexible and collaborative, with employee resource groups, team events, and community initiatives.