Support Account Manager (Software)

TL;DR

Support Account Manager (Software): Managing the day-to-day working relationship with Enterprise strategic accounts to ensure support commitments are delivered with an accent on relationship management and service delivery. Focus on acting as a primary escalation point, monitoring SLAs, and identifying product improvement opportunities.

Location: Remote (Must be based in Mexico DF, MX)

Company

hirify.global is a world-leading infrastructure engineering software company providing solutions for the design, construction, and operation of roads, bridges, rail, water, and industrial facilities.

What you will do

• Act as the first point of elevation and escalation for enterprise customers to ensure issues are prioritized and resolved.
• Monitor open cases and collaborate with support teams to ensure SLAs and SLOs are met and exceeded.
• Manage regular service requests and operational reviews with assigned strategic accounts.
• Analyze trends to identify opportunities for learning, improvement, and enhanced product use.
• Collaborate with Product Management and Development teams to resolve high-priority issues timely.
• Contribute to Quarterly Business Review (QBR) meetings by reporting on support progress and concerns.

Requirements

• Must be based in Mexico (Mexico DF).
• Minimum of 4 years of experience as a Technical Account Manager, Support Account Manager, or Support Engineer/Analyst.
• Proven experience working within the software industry.
• Fluent English language skills required.
• Strong organizational skills and the ability to use initiative to progress account issues.
• Knowledge of customer support processes and tools.

Nice to have

• Experience with Bentley or other related industry software.
• Industry experience in Architecture, Engineering, Construction (AEC), Process Manufacturing, or Mining.

Culture & Benefits

• Collaborative and supportive global team environment.
• Competitive salary and comprehensive benefits package.
• Opportunity to work within a world-leading software company.
• Colleague Recognition Awards.
• Structured Career Mobility Policy to support professional development.