Support Account Manager (SAM) - *Internal Candidates Only*

Raintree Systems
Support Account Manager (SAM) - *Internal Candidates Only*

Location: Remote U.S. (designated states)
Department: Customer Support
 

The Support Account Manager (SAM) is a critical, hybrid role combining the strategic elements of account management with a deep focus on customer support and success. The SAM serves as the primary Support point of contact for high-value and complex accounts, ensuring exceptional client satisfaction, successful product utilization, and long-term retention. This position requires a proactive, relationship-focused professional adept at problem-solving, escalation management, and cross-functional collaboration.

The ideal candidate must be a motivated and experienced client support professional with outstanding project management and indirect leadership skills. Individuals must have a strong passion for solving problems, helping others, and achieving client success. Individuals must demonstrate excellent interpersonal skills, possess strong communication skills, and serve as a role model across support. 

The SAM is a vital link between the client and the internal organization, responsible for:

• Client Relationship & Advocacy: Building strong, enduring relationships with key client stakeholders. Acting as the client's internal advocate, translating feedback into actionable insights for Product, Engineering, and Sales teams.
• Escalation and Issue Management: Serving as the central point for all critical support escalations. Coordinating timely and effective resolution across internal departments while maintaining clear, consistent client communication.
• Proactive Success Management: Monitoring account health, usage metrics, and support data to preemptively identify and address potential risks or opportunities. Providing strategic guidance on product updates, best practices, and technical roadmaps.
• Operational Excellence: Overseeing the day-to-day support activity for assigned clients, managing a dynamic case list, monitoring performance against KPIs and SLAs, while driving continuous improvement in support processes and efficiency.
• Strategic Alignment: Conducting regular Support Business Reviews (BRs) to articulate the value delivered, review service performance, and align support strategies with the client's evolving business objectives.

• Strong background in technical support, customer success, and account management, preferably within a SaaS environment.
• Exceptional written and verbal communication skills, with the ability to articulate complex technical and business concepts to diverse audiences.
• Proven expertise in client relationship management, conflict resolution, and complex problem-solving.
• Highly organized with demonstrated ability to manage a portfolio of accounts, prioritize tasks, and manage time effectively.
• Familiarity with CRM and professional ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
• High technical aptitude and a solid understanding of the company's product suite and value proposition.

• Aiding the team in achieving key support KPIs (Response Time, Resolution Rate, Backlog Management, CSAT).
• Effective cross-functional collaboration and the ability to influence the actions of others.
• Expert listing, critical thinking, project management, and escalation management skills.