Full-Time Support Account Manager

• Serve as a trusted advisor across a portfolio of strategic customers, ensuring satisfaction and value realization
• Deliver data-driven insights to customers, including usage analysis and proactive recommendations
• Coordinate regular engagement with stakeholders, including issue resolution, status updates, reporting and value discussions
• Collaborate with internal teams across technical support, engineering, peer groups and customer success to advocate for customer needs
• Contribute to internal and external data intelligence initiatives that improve service quality and business insights
• Work across accounts of varying size and duration, adapting to different goals and success criteria
• Act as an initial point of contact for the customer on impacting business critical issues

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Basic technical knowledge of Cloud Solutions and Software architecture
• Understanding of best practices in IT (ITIL, Project Management Techniques, Role Based Operations, etc.)
• Basic understanding of the working of AI into work processes and AI-powered tools
• Analytical mindset with interest or experience in analysis and reporting
• Adaptable and comfortable in a fast-paced working environment
• Self-starter with the ability to work with limited supervision
• Eager to learn, grow, and contribute to a team-oriented culture
• Strong interpersonal and communication skills, with a passion for building trust and long-lasting relationships with both customer and internal organization
• Effectively manages conflict to foster productive outcomes
• Ability to coordinate tasks and responsibilities, ensuring customer satisfaction through hospitality by executing with attention to detail, accountability, and a proactive mindset
• Ability to understand the customer's planned activities, projects and events and anticipating their needs, potential problems and possible outcomes
• Ability to identify, assess, prioritize, and mitigate risks to the short, medium and long term, to meet objectives based on the customer planned activities

• Familiarity with ServiceNow or similar ITSM/digital workflow platforms
• Experience working with large-scale customer environments
• Knowledge of data visualization or reporting tools
• Project or program coordination experience

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