Support Account Manager - Japan - Remote

Overview

The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience.

In Short

• Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects.
• Provide reports on the health of the customer's instance.
• Identify upgrade needs, create upgrade plans, and assist with upgrade planning.
• Act as an escalation point for customer-submitted cases and requests.
• Establish and maintain strong relationships with key accounts.
• Address and resolve customer issues by coordinating with various departments.
• Guide new customers through the onboarding process.
• Monitor and track customer support metrics.
• Work closely with other departments to address customer needs.
• Gather and analyze customer feedback to identify areas for improvement.

Requirements

• Strong verbal and written communication skills in both Japanese and English.
• Ability to diagnose and resolve issues efficiently.
• Excellent organizational skills to manage multiple accounts.
• Commitment to delivering exceptional customer service.
• Ability to analyze customer feedback and performance metrics.
• Flexibility to adapt to changing customer needs.
• Capability to work well with cross-functional teams.
• Understanding customer frustrations with patience.
• Bachelor’s degree in computer science or related field.
• Relevant industry certifications are a plus.

Benefits

• Work closely with customers to monitor their environments.
• Provide technical recommendations for operational efficiency.
• Ensure seamless ongoing operations for customers.
• Coordinate cross-functionally to advocate for customer needs.
• Assist in issue resolution and provide strategic recommendations.