As a full-time remote Support Account Manager, the successful candidate will serve as the primary contact for high-profile customers, delivering exceptional service, managing technical needs, and collaborating with cross-functional teams to resolve issues efficiently. Key responsibilities Build strong relationships with customers' senior technical leadership and manage open support cases to ensure fast resolutions Provide high-touch support during incidents and security events, maintaining constant communication and delivering root cause analysis Coordinate customer events and proactively plan technical reviews to prevent issues and improve overall customer experience Required qualifications Bachelor's degree preferred (not required) 10+ years of experience in an Enterprise customer-facing role, preferably in a customer support organization for enterprise software Advanced troubleshooting skills across various technologies, including REST API, SQL, and Cloud environments Demonstrated success in managing critical customer situations in enterprise IT infrastructure Proven ability to communicate technical concepts effectively to diverse customer contacts, from system administrators to C-level executives