Senior Platinum Support Account Manager
On-siteHaryana, State of Haryāna, Republic of India
Job Summary
Serve as the primary technical voice for the customer, advocating for client needs during product issue escalations and leading bridge calls for critical incidents. Conduct regular case review meetings to analyze ticket trends, identify friction points, and drive continuous improvement initiatives. Collaborate with account teams and Support Engineers to align priorities and ensure timely resolution in accordance with SLA targets. Monitor account health and contribute to the evolution of the Platinum Support program through proactive feedback. Participate in a weekend on-call rotation, including one Saturday or Sunday on a bi-monthly basis.
Required Qualifications
- 5+ years of experience in a product support role within a software or services organization
- Bachelor's degree in a technical field
- Bachelor's degree in a business field with relevant experience in IT support or SaaS environments
- Strong understanding of customer support processes, including case management, escalation handling, and SLA adherence
- Proven ability to communicate effectively with both technical and non-technical stakeholders, including senior customer contacts
- Experience working cross-functionally with engineering, product, and customer-facing teams
- Familiarity with relational and non-relational databases such as MySQL, MongoDB, or Elasticsearch
- Strong analytical and problem-solving skills, with the ability to identify trends and drive continuous improvement
- Experience in a fast-paced SaaS environment
Desired Qualifications
- Experience in a fast-paced SaaS environment is preferred
- Experience with scripting languages such as Python or JavaScript is a plus
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