Support Account Manager

Jaggaer•Durham, NC

3d•Hybrid

About The Position

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses. We are looking for a customer-focused professional with strong technical expertise and experience in support and account management. The ideal candidate will act as a trusted advisor and customer advocate, proactively resolve complex issues, prevent recurring problems, and help ensure a high-quality support experience for designated 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.

Nice To Haves

Experience with procurement, supply chain, or enterprise SaaS solutions is preferred.
Additional language skills are a plus.

Responsibilities

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.