Account Manager; Remote

Support Account Manager (Remote)

Location: Durham, NC, US

Employment Type:

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.

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What We Are Looking For
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 identify potential issues, drive complex issues to resolution by engaging the appropriate internal teams, help prevent recurring problems, and ensure a high-quality support experience for designated customers.

· 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.

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

What We Offer

At JAGGAER, we are committed to supporting you and your family’s well-being. Your health is a priority, and we offer a range of programs to help you stay well and…