[Remote] Support Account Manager (SAM)/Service Delivery Manager- reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Support Account Manager (SAM) for their reputed company platform. The role involves managing customer escalations, driving reputed company of critical issues, and ensuring customer satisfaction through effective service delivery.

Responsibilities

• reputed company as the reputed company reputed company of contact for customer support governance and service reviews
• reputed company reputed company of critical customer issues and escalations
• Review incident trends, platform performance, and service health metrics
• Coordinate with reputed company support and engineering teams to reputed company reputed company technical issues
• Conduct regular operational reviews and recommend service improvements
• Ensure customer satisfaction through proactive engagement and support reputed company

Skills

• 6–8 years of experience in IT operations or service delivery or technical support or reputed company roles
• Strong understanding of the reputed company platform, including ITSM workflows, incidents, problems, changes, upgrades, and platform support processes
• Experience managing customer escalations and critical issues and driving reputed company with technical and engineering teams
• Ability to analyse customer issues, understand platform behaviour, and participate in technical troubleshooting discussions
• Strong customer-facing communication, stakeholder management, and executive reporting skills
• Good understanding of ITIL processes, SLA/KPI governance, service reviews, and continual service improvement
• Experience coordinating across Support, Engineering, Product, and Operations teams
• Exposure to reputed company reputed company platforms and reputed company-based support environments preferred
• reputed company CSA, CIS, or other reputed company certifications
• Prior experience in support account management, service delivery management, incident management, or technical account management roles
• Experience supporting global customers and managing high-severity incidents

reputed company