Lead Support Account Manager

7+ years in Support Account Management, Technical Account Management, Enterprise Support, Escalation Management, or a similar senior-level role. Strong technical expertise in SaaS, cloud platforms (AWS, GCP, Azure), data integration, or infrastructure environments. Exceptional communication and presentation skills, including executive-level communication. High emotional intelligence (EQ), empathy, and relationship-building capability. Proven ability to navigate complex customer environments and manage high-severity issues. Strong analytical and data-driven decision-making skills. Demonstrated ability to influence cross-functional teams and drive customer-impactful improvements. Excellent organizational skills with the ability to manage multiple priorities. Ability to adapt quickly, stay calm under pressure, and take ownership of outcomes. Experience with Zendesk, SupportLogic, or Jira (Bonus). Experience presenting in QBRs or executive customer forums (Bonus). Familiarity with data integration workflows or enterprise data systems (Bonus).

Serve as the primary support liaison for Premium customers, building strong, long-term relationships. Develop a deep understanding of each customer’s environment, challenges, and data usage patterns. Anticipate customer needs and proactively recommend solutions, improvements, or best practices. Advocate for customer interests within Support, Product, Engineering, and Customer Success. Deliver a high-touch, white-glove experience, ensuring SLA adherence, rapid follow-ups, and consistent communication. Oversee all support engagements, including case management, escalations, incidents, and proactive reviews. Ensure support insights flow into product/engineering roadmaps and prioritization discussions. Lead customer operational and health reviews, using data to guide discussions on performance, incidents, and platform usage. Translate business goals into tactical plans, ensuring alignment with the customer’s strategic direction. Identify systemic issues and drive continuous improvement across Support processes and customer experience. Manage deliverables, reporting, and communication during upgrades, migrations, or environment changes. Partner with Sales to support renewal readiness through strong relationship management and customer satisfaction. Mentor junior SAMs or support team members on best practices and handling complex customer scenarios. Present Support or Global Account Management insights at internal or external events as needed. Manage your time effectively across multiple demanding accounts. Be willing to work outside standard business hours (evenings/weekends) during critical issues or escalations. Adapt quickly in a dynamic environment to meet evolving customer and business needs.