Support Account Manager - Japan

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. WHAT YOU WILL BE DOING Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projectsProvide reports: Provide reports on the health of the customer's instanceAssist with upgrades:Identify upgrade needs, create upgrade plans, and assist with upgrade planningAdvocate for customers:Act as an escalation point for customer-submitted cases and requestsClient Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutionsIssue 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 satisfactionCustomer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the company’s products or services effectivelyPerformance Monitoring: Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service deliveryCross-Functional Collaboration: Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offeringsAccount Management: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized serviceFeedback Collection: Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancementsProactive Engagement: Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customerDocumentation 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 Communication Skills: Strong verbal and written communication skills in both Japanese and English are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial.Problem-Solving: Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfactionTime Management: Excellent organizational skills to manage multiple accounts and priorities simultaneouslyCustomer-Centric Mindset: A commitment to delivering exceptional customer service and fostering positive relationshipsAnalytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvementAdaptability: Flexibility to adapt to changing customer needs and dynamic work environmentsTeam Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfactionEmpathy and Patience: Understanding customer frustrations and addressing them with patience and sensitivityEducation: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

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