Full Time Posted 2 weeks ago

Closes: November 4, 2026

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JOB SUMMARY

Requirements

At least 5 years of experience with enterprise-class software systems in a client-facing role.
Experience with incident management, problem management, and change management.
Experience with queue management and knowledge of support organizations.
Experience managing internal and external account stakeholders in critical situations.
Ability to translate complex technology issues and communicate them to a broader audience.
Ability to provide oversight and management of tasks.
Ability to approach problems methodically and understand the customer, the problem, and its impact.
Ability to establish trust with customers and provide dependable assistance.
An organized approach to managing each customer’s requests and following through.

Responsibilities

Monitor the health of premier accounts and learn their historical feedback and expectations.
Organize ongoing support case reviews and ensure prioritization.
Educate customers on best practices and learning opportunities.
Ensure customer needs and case service-level agreements are met.
Oversee and communicate postmortem activities.
Monitor trends and design processes to improve the customer experience.
Organize follow-the-sun handovers across regions.
Work with engineers to relay each customer’s unique priorities.
Contribute to the management of working processes.
Manage critical incidents and escalations.
Participate in the manager on-call weekend rotation.
Work directly with other teams to strengthen partner, professional services, and customer success relationships.
Create and refine processes to ensure that Support team needs are met.
Coordinate resources and provide internal and external executive communications.