Support Account Manager

TL;DR

Support Account Manager: Serving as a trusted advisor and primary technical contact for key accounts, helping customers resolve issues and optimize their support experience. Focus on understanding business goals, service history, and technical needs to reduce disruptions, improve operations, and accelerate innovation.

Location: Remote UK. Must have UK residency (at least five years).

Company

hirify.global's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes.

What you will do

• Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects.
• Provide reports on the health of the customer's instance.
• Assist with upgrades by identifying needs, creating plans, and aiding in planning.
• Act as an escalation point for customer-submitted cases and requests.
• Establish and maintain strong relationships with key accounts, acting as the primary contact for inquiries and providing timely solutions.
• Coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency.

Requirements

• Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction.
• Excellent organizational skills to manage multiple accounts and priorities simultaneously.
• A commitment to delivering exceptional customer service and fostering positive relationships.
• Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement.
• Flexibility to adapt to changing customer needs and dynamic work environments.
• Must have UK residency (at least five years).

Culture & Benefits

• Experience tremendous growth and learning opportunities through challenging yet rewarding work.
• Work in a welcoming and positive work environment.
• Be part of a high-growth, Platform as a Service company focused on Identity Authority.
• Work directly impacts customers.