Support Account Manager

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience.  SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation. Due to the nature of the UK Government projects this role supports, this position is classified as a Reserved Post. In accordance with the Civil Service Nationality Rules, paragraph 1 of Schedule 23 and paragraph 5 of Schedule 22 of the Equality Act 2010, we can only accept applications from persons with UK residency (at least five years). Successful candidates must undergo National Security Vetting (NSV). This role requires Security Check SC level clearance as a minimum. Any offer of employment is strictly conditional upon the candidate successfully obtaining and maintaining this clearance. To meet the vetting criteria, you will be required to have been resident in the UK for a minimum of 5 years immediately prior to your application. Failure to obtain clearance or a lapse in residency history may result in the withdrawal of the employment offer, and you will not be entitled to any compensation from Saviynt as a result. In line with the Immigration, Asylum and Nationality Act 2006, all shortlisted candidates will be required to provide original documentation verifying their Right to Work in the UK and their British Citizenship during the initial interview stage. We conduct thorough Baseline Personnel Security Standard (BPSS) checks as a precursor to all higher-level clearances. WHAT YOU WILL BE DOING

Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects 

Provide reports: Provide reports on the health of the customer's instance 

Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning 

Advocate for customers: Act as an escalation point for customer-submitted cases and requests 

Client Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutions

Issue Resolution: Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction

Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the company’s products or services effectively

Performance Monitoring: Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery

Cross-Functional Collaboration: Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings

Account Management: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service

Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements

Proactive Engagement: Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer

Documentation and Reporting: Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance. In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations.   You will coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency

WHAT YOU BRING

Problem-Solving: Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction

Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously

Customer-Centric Mindset: A commitment to delivering exceptional customer service and fostering positive relationships

Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement

Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments

Team Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction

Empathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivity

Education: Bachelor’s degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus. This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform