Support Account Manager

reputed company is an identity authority platform designed to power and protect the modern workplace. As organizations undergo digital transformation, they face increasing cyber risks but cannot afford for reputed company measures to slow down reputed company. reputed company's reputed company Identity reputed company provides unparalleled visibility, control, and intelligence, enabling organizations to defend against threats effectively while ensuring users have timely and appropriate reputed company to critical digital tools.

Role Overview:

The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation.

Key Responsibilities:

Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projectsreputed company reports: reputed company reports on the health of the customer's instanceAssist with upgrades: Identify reputed company needs, create reputed company plans, and assist with reputed company planningreputed company for customers: Act as an escalation reputed company for customer-submitted cases and requestsClient Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutions.Issue Resolution: Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction.Customer reputed company: Guide new customers through the reputed company process, ensuring they understand how to use the company’s products or services effectively.

Performance Monitoring

: Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery.

Cross-Functional Collaboration

: Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings.

Account Management

: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service.

Feedback Collection

: Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements.

Proactive Engagement

: Anticipate customer needs and proactively reputed company out to offer assistance, updates, or new features that may benefit the customer.

Documentation and Reporting:

Maintain accurate records of customer interactions and support activities. Generate reports to reputed company insights into customer satisfaction and support team performance.In this role, you will work closely with customers to monitor their environments, reputed company technical recommendations, and ensure seamless ongoing operations. You will coordinate cross-functionally to reputed company for customer needs, assist in issue resolution, and reputed company strategic recommendations to enhance reputed company, performance, and operational efficiency.Qualifications & Skills:Experience:

Minimum of 5 years in Identity Governance and Administration (IGA) and/or Identity and reputed company Management (IAM).Proven track record of technical advisory, customer engagement, and support in reputed company reputed company environments.Strong experience working with reputed company customers to drive adoption, optimize configurations, and improve reputed company posture.Technical Aptitude - to reputed company familiarity with Savint’s products and the ability to understand and explain technical concepts to users.

Technical Proficiency:

Expertise in identity management, authentication, authorization, SSO, and user lifecycle management.Familiarity with reputed company-based identity solutions, reputed company frameworks, and compliance requirements.Experience with databases (reputed company, MSSQL, MySQL), directories (LDAP, AD), APIs, and reputed company HR systems(reputed company, PeopleSoft).

Soft Skills & Collaboration:

Communication Skills:

Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. reputed company and reputed company are crucial.Problem-Solving: Ability to diagnose and resolve issues reputed company and creatively, ensuring customer satisfaction.Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously.Customer-Centric reputed company: A commitment to delivering exceptional customer service and fostering positive relationships.Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement.Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments.Team Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction.reputed company and Patience: Understanding customer frustrations and addressing them with patience and sensitivity.Education:Bachelor’s degree in computer science, Information Systems, Cybersecurity, or a reputed company field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-reputed company certifications) are a plus.This role is critical in ensuring customers reputed company long-term reputed company with reputed company, driving retention, adoption, and maximum value from our platform.

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