Senior Support Account Manager

5+ years in Support Account Management, Technical Account Management, Enterprise Support, Escalation Management, or 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.

Serve as the primary support liaison for Premium customers. Develop deep understanding of customer environments and data usage. Anticipate customer needs and proactively recommend solutions. Advocate for customer interests within internal teams. Deliver high-touch, white-glove support, ensuring SLA adherence. Oversee all support engagements, including case management and escalations. Ensure support insights inform product/engineering roadmaps. Lead customer operational and health reviews using data. Translate business goals into tactical plans. Identify systemic issues and drive continuous improvement. Manage deliverables and communication during upgrades/migrations. Partner with Sales to support renewal readiness. Mentor junior SAMs or support team members. Present Support or Global Account Management insights.