Senior Support Account Manager

5+ 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. 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). Familiarity with data integration workflows or enterprise data systems (Bonus).

Serve as the primary support liaison for Premium customers. Develop a deep understanding of each customer's environment and data usage. Anticipate customer needs and proactively recommend solutions. Advocate for customer interests within internal teams. Deliver a high-touch, white-glove support experience. Oversee all support engagements, including case management and escalations. Lead customer operational and health reviews using data. Translate business goals into tactical plans for customers. Identify systemic issues and drive process improvements. Manage deliverables and communication during environment changes. Partner with Sales to support renewal readiness. Mentor junior SAMs or support team members.