Account Support Manager

We are seeking an Account Support Manager to manage enterprise customer relationships, deliver technical support, drive customer success, ensure customer retention, and identify commercial growth opportunities.

This versatile role combines account management, hands-on technical troubleshooting, and business development. As the primary point of contact for your customers, you will ensure their Zantaz solutions operate reliably, resolve technical issues, manage contract renewals, and identify upsell opportunities.

You should be equally comfortable engaging enterprise IT executives, negotiating renewals, and conducting customer screen shares to resolve complex software issues. You'll collaborate closely with our Infrastructure, Professional Services, and Development teams, engaging specialized expertise when needed while remaining accountable for customer outcomes.

The ideal candidate is a technically capable, commercially minded relationship builder who takes initiative, solves problems, and understands how exceptional customer service drives retention and business growth.

In addition to enterprise account management, customer success, and technical software support, this position requires hands-on expertise in managing hosted IT infrastructure.

You will contribute directly to the reliability, performance, and maintenance of Zantaz's hosted enterprise software environments, working closely with our Infrastructure and Data Center teams. This role is ideal for a professional who combines strong customer relationship skills with practical systems administration experience and enjoys solving complex technical challenges.

• Own an assigned portfolio of 25 global enterprise customers, serving as their primary relationship manager and technical support contact.
• Conduct regular on-site customer visits, meetings, account reviews, and proactive outreach to assess satisfaction, anticipate challenges, and identify evolving business needs.
• Execute Zantaz's customer engagement program, including weekly account reviews, consistent customer communications, monthly virtual meetings, product education and training, and executive-level relationship development to strengthen customer satisfaction and retention.
• Maintain account plans tracking customer priorities, technical environments, stakeholders, support issues, contract renewals, and growth opportunities.
• Coordinate customer retention, service delivery, and internal handoffs to ensure clear responsibilities and continuity of support.
• Advocate for customers internally, balancing their needs with technical feasibility, contractual commitments, and business priorities.

• Own customer support cases from initial investigation through resolution or accepted escalation, ensuring timely communication and follow-through.
• Conduct remote support sessions and screen shares to diagnose software issues, investigate system behavior, and implement approved solutions.
• Troubleshoot application performance, software configurations, databases, and integrations within customer IT environments.
• Analyze system logs, error messages, and diagnostic evidence to identify root causes and distinguish software defects from infrastructure or environmental issues.
• Perform authorized remediation, configuration changes, and software recovery or redeployment in accordance with established procedures.
• Collaborate with Zantaz specialist teams on complex issues, providing documented findings, supporting evidence, customer impact, and clear escalation requirements.
• Document technical resolutions and lessons learned to improve troubleshooting efficiency and future customer…