Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.
The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation.
WHAT YOU WILL BE DOING
Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects
Provide reports: Provide reports on the health of the customer's instance
Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning
Advocate for customers: Act as an escalation point for customer-submitted cases and requests
Client Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutions.
Issue Resolution: Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction.
Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the company’s products or services effectively.
Performance Monitoring: Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery.
Cross-Functional Collaboration: Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings.
Account Management: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service.
Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements.
Proactive Engagement: Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer.
Documentation and Reporting: Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance. In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations. You will coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency.
WHAT YOU BRING
Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial.
Problem-Solving: Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction.
Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously.
Customer-Centric Mindset: A commitment to delivering exceptional customer service and fostering positive relationships.
Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement.
Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments.
Team Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction.
Empathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivity.
Education: Bachelor’s degree in computer science, Information Systems, Cybersecurity, or 8+ years of experience in a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus. This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform.
Additional Information
If required for this role, you will:
- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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