Note: The job is a remote job and is open to candidates in USA. Betterworks provides HR software for continuous performance management, helping organizations align, develop, and activate their workforces. The Support Account Manager manages product support relationships for up to five customers, drives product adoption and technical success, troubleshoots and escalates issues, and supports customer configuration, survey design, and custom in-product guides.
Responsibilities
- Own the customer support relationship: Act as the dedicated product support partner for assigned customers, collaborating closely with the Customer Success team to ensure customer satisfaction and success
- Drive product adoption and value: Help customers realize the full potential of the Betterworks solution by facilitating adoption, improving product usage, and advancing their technical maturity
- Collaborate with Program Architects: During implementation and beyond, work closely with Program Architects to understand and refine each customer's Betterworks configuration as their program evolves
- Troubleshoot and escalate product issues: Provide expert support on product functionality, recommend solutions, and escalate complex issues to the Product Management and Engineering teams as needed
- Manage customer support queue: Deliver timely and prioritized support responses, ensuring that customer queries are handled efficiently and effectively
- Design and maintain custom in-product guides: Become an expert in creating, maintaining, and evolving custom in-product guides to meet the specific needs of each customer’s Betterworks program
- Support the broader customer base: As needed, assist the Customer Success team by addressing day-to-day product questions and challenges that benefit a wider audience
- All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures
- All employees are required to participate in information security awareness and training programs
- All employees are responsible for handling data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures
- All employees have a responsibility for reporting information security incidents in accordance with information security policies and procedures
Skills
- 3-5 years of experience in Support or Technical Account Management serving Enterprise or Strategic accounts
- Experience within the Performance Management or OKR markets is a plus
- Exceptional written and verbal communication skills, with the ability to translate complex technical ideas into clear, actionable insights for non-technical stakeholders
- Proven track record of managing multiple priorities and meeting tight deadlines while maintaining high productivity
- Demonstrated ability to build strong, lasting relationships with key customer stakeholders, driving mutual success and long-term results
- Deep understanding of the latest trends in customer service, metrics, and technology
- Experience with tools such as Jira, Zendesk, SQL, and remote assistance products
- Prior experience with Pendo or other custom-guide development software is a plus
Benefits
- 100% paid Medical/Vision/Dental for employees
- Flexible time off
- Parental Paid Leave policy
- Monthly internet stipend
- Flex days
- Remote work opportunity for the East Coast, US
Company Overview
Company H1B Sponsorship