Senior Support Account Manager - Federal - Remote

Overview

The Senior Support Account Manager will play a critical role in delivering world-class customer satisfaction by providing proactive and reactive services as a central point of contact for all support-related activities.

In Short

• Deliver proactive and reactive support services.
• Act as a central point of contact for support-related activities.
• Drive cross-functional teams to resolve customer issues.
• Present to all levels of management, including C-Level stakeholders.
• Use software management tools to identify service issues.
• Conduct regular customer meetings and conference calls.
• Manage and report on performance against service level agreements (SLA's).
• Facilitate summary status reports and performance reviews.
• Champion continual improvement for customer environments.
• Act as an escalation point for critical issues.

Requirements

• Experience with AI integration in work processes.
• Excellent written and oral communication skills.
• Experience with technical support teams.
• Understanding of ITSM in enterprise environments.
• Comfortable interacting with all management levels.
• Knowledge of ITIL incident, problem, and release management.
• Able to work in a fast-paced environment.
• Broad technical understanding in cloud software.
• Collaborative mindset.

Benefits

• Competitive salary and benefits.
• Flexible working culture.
• Parental leave programs.
• Childcare and caregiving benefits.
• Learning experience platform and tuition reimbursement.
• Global mentoring program.
• Team building activities and community outreach.
• Company-wide well-being days.