Job Description

As a Support Account Manager, you will be responsible for the Federal customers you are assigned to under the Premium Support program. You will ensure the success of the customers you handle in terms of technical support, and you will become their single point of contact for their region. You will be based in Boston and will report to the Premium Support Manager.

You must have previous experience in L2 and L3 support, customer-facing consulting and should be equally comfortable working in a team as well as independently, be ready to learn, and be open to receiving feedback from your peers and management. You should have a high sense of ownership of the domain for which you are responsible.

Job duties

First, second and third level of support for Premium Support customers located in your business area – up to 5 accounts.

Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.

Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.

Be present in key meetings throughout the different phases of a project, including kick- off and go-live.

Organize and take part in follow-up meetings with both the internal teams at Nexthink as well as the customer, in order to provide resolution to a customer issue.

Ensure you have a thorough understanding of the customer’s environment, business and particular needs.

Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.

Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.