Technical Support Account Manager
Current-Monitor the health of premier accounts. Learn the historical feedback and expectations-Organize ongoing support case reviews and ensure prioritization-Educate customers on best practices and learning opportunities-Ensure customer needs and case Service level agreements are met-Oversee / communicate post mortem activities-Monitor trends and design processes to improve customers' experience-Work with Engineers to understand customer priorities-Contribute to the management of working processes-Critical Incident Management (Escalation Management)-Work with other teams to strengthen Partner / PS / CS relationships-Create and refine process, ensure that Support team needs are met-Coordinate resources, providing internal and external executive communications
