Support Account Manager

🔥 5 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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JAGGAER

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1995

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

💰 Private Equity Round on 2019-07

Consulting • Healthcare • Manufacturing

JAGGAER is a leading provider of source-to-pay solutions that leverage AI to transform procurement into a strategic advantage for organizations. Their platform integrates various procurement processes, enabling businesses to manage supplier collaboration, spend analysis, and compliance efficiently. JAGGAER focuses on delivering sustainable sourcing and intelligent procurement solutions that drive value beyond cost savings across multiple industries, including education, healthcare, manufacturing, and finance.

📋 Description

• Build and maintain strong relationships with assigned customers and serve as a trusted point of contact for support-related needs • Monitor customer support activity, identify trends, and proactively address potential issues before they become escalations • Review open and aging cases and work with Support teams to help ensure timely resolution • Track customer concerns and follow up on action items to ensure commitments are completed • Identify recurring issues and work with internal teams to help reduce repeat cases and improve the customer experience • Conduct regular reviews of customer cases, support activity, and product usage to identify areas where additional assistance may be needed • Coordinate with Support, Development, Product Management, Professional Services, Customer Success, and other teams when customer issues require additional attention • Assist with root cause analysis and follow up on corrective actions when appropriate • Help customers understand available resources, support processes, and self-service options • Prepare and present customer support metrics, case trends, and other relevant information during regular customer reviews • Partner with Account Managers and Customer Success Managers to ensure customer needs and concerns are communicated and addressed • Identify opportunities to improve customer engagement, support processes, and overall customer satisfaction • Continue developing technical and product knowledge to better support assigned customers

🎯 Requirements

• 3 years of experience in SaaS support, technical account management, enterprise software support, or a related customer-facing role • Good troubleshooting and problem-solving skills • Ability to understand customer issues, identify trends, and coordinate with internal teams to drive resolution • Strong organizational and follow-up skills, with the ability to manage multiple customers and priorities • Ability to communicate effectively with customers, technical teams, and business stakeholders • Comfortable reviewing support data, case trends, and customer feedback to identify areas for improvement • Ability to build positive relationships with customers and internal teams • Strong customer service mindset and a proactive approach to addressing customer needs • Bachelor’s degree or equivalent experience • Experience with procurement, supply chain, or enterprise SaaS solutions is preferred • Additional language skills are a plus

🏖️ Benefits

• Medical, dental, and vision plans • Adoption assistance • Wellness reimbursements • Generous parental leave • 401(k) matching • Flexible work options • Unlimited vacation for exempt employees