Support Account Manager

BetterWorks Systems, Inc.•Menlo Park, CA

4d•Remote

About The Position

Betterworks is HR software to align, develop, and activate your workforce for business growth. Organizations are able to replace outdated, ineffective, universally loathed annual review processes with powerful Continuous Performance Management programs that help managers be better at the conversations, coaching, and development necessary to inspire and motivate the entire workforce to achieve an organization's top priorities today and be ready for tomorrow's challenges. At Betterworks, we are dedicated to ensuring our customers' success by delivering exceptional experiences, results, and business value throughout their journey with us. We are seeking an experienced and results-driven Support Account Manager to join our team. In this pivotal role, you will be the key driver of signature support and service experiences for a select group of customers who have invested in our Signature Support Account Management offering. This is an East Coast, US remote opportunity! As a Support Account Manager, you will be a strategic partner to the Customer Success team, managing the ongoing product support relationship for up to 5 Betterworks customers throughout their entire lifecycle. Your mission will be to drive the adoption and technical success of the Betterworks solution, acting as the primary point of contact for all product support issues. You will collaborate with the product and engineering teams to resolve challenges, refine configurations, and enhance the value customers derive from our platform. In addition to product & technical support, you will assist customers with ongoing configuration needs, survey design, and the creation of custom in-product guides tailored to support their unique Betterworks programs.

Requirements

3-5 years of experience in Support or Technical Account Management serving Enterprise or Strategic accounts.
Exceptional written and verbal communication skills, with the ability to translate complex technical ideas into clear, actionable insights for non-technical stakeholders.
Proven track record of managing multiple priorities and meeting tight deadlines while maintaining high productivity.
Demonstrated ability to build strong, lasting relationships with key customer stakeholders, driving mutual success and long-term results.
Deep understanding of the latest trends in customer service, metrics, and technology.
Experience with tools such as Jira, Zendesk, SQL, and remote assistance products.

Nice To Haves

Experience within the Performance Management or OKR markets is a plus.
Prior experience with Pendo or other custom-guide development software is a plus

Responsibilities

Own the customer support relationship: Act as the dedicated product support partner for assigned customers, collaborating closely with the Customer Success team to ensure customer satisfaction and success.
Drive product adoption and value: Help customers realize the full potential of the Betterworks solution by facilitating adoption, improving product usage, and advancing their technical maturity.
Collaborate with Program Architects: During implementation and beyond, work closely with Program Architects to understand and refine each customer's Betterworks configuration as their program evolves.
Troubleshoot and escalate product issues: Provide expert support on product functionality, recommend solutions, and escalate complex issues to the Product Management and Engineering teams as needed.
Manage customer support queue: Deliver timely and prioritized support responses, ensuring that customer queries are handled efficiently and effectively.
Design and maintain custom in-product guides: Become an expert in creating, maintaining, and evolving custom in-product guides to meet the specific needs of each customer’s Betterworks program.
Support the broader customer base: As needed, assist the Customer Success team by addressing day-to-day product questions and challenges that benefit a wider audience.