Product Support Account Manager

Workato is the leading Control and Execution Platform for Enterprise AI — the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 — including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors — Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer.

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Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles
. We are driven by innovation and looking for team players who want to actively build our company.

But, we also believe in balancing productivity with self-care
. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

Also, feel free to check out why:

• Business Insider named us an “enterprise startup to bet your career on”
• Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world
• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
• Quartz ranked us the #1 best company for remote workers

Workato’s largest customers run business-critical automations on our platform. When something breaks, or when they’re scaling an agentic workflow into production, they don’t want a ticket queue. They want a person who knows their environment, owns the outcome, and drives it to resolution.

That person is the Support Account Manager. You own the support relationship for a portfolio of strategic enterprise accounts. You are accountable for their support experience end to end: response and resolution health, escalation management, proactive risk identification, and the operational reviews that keep leadership on both sides aligned. You are not a queue agent and you are not a salesperson.

You are the support owner for your accounts.

In this role, you will also be responsible to:

• Own the support health of a defined portfolio of strategic accounts. Track and drive the input and output metrics that define a good support experience: response time, resolution time, backlog age, reopen rate, and customer-reported satisfaction.

• Run regular support business reviews with your accounts. Bring the data, surface trends, name the problems before the customer does, and commit to specific actions with owners and dates.

• Orchestrate escalations across Support, Engineering, Customer Success, and Professional Services. Hold the line on follow-through. The customer should never have to chase you.

• Identify recurring or systemic issues in your accounts and drive them to root cause. Partner with Engineering on correction-of-error reviews where warranted.

• Build deep familiarity with each account’s Workato environment, use cases, and business priorities so your support is contextual, not generic.

• Feed the knowledge loop. Capture reusable resolutions and patterns so the broader support org and customers get faster over time.

• Partner with Customer Success and the account team on renewal and expansion risk that originates from support health.

• 4-6 years in enterprise technical support, technical account management, or a customer-facing support role, including time owning named or strategic accounts.

• A track record of managing complex, high-severity escalations across multiple internal teams to resolution.

• Comfort…