[Remote] Account Support Manager

Note: The job is a remote job and is open to candidates in USA. Zantaz Data Resources seeks an Account Support Manager to manage enterprise customer relationships, provide technical support, and drive customer success and retention. The role also manages renewals and growth opportunities while supporting hosted IT environments and using AI and automation to improve customer and operational outcomes.

Responsibilities

• Own an assigned portfolio of 25 global enterprise customers, serving as their primary relationship manager and technical support contact
• Conduct regular on-site customer visits, meetings, account reviews, and proactive outreach to assess satisfaction, anticipate challenges, and identify evolving business needs
• Execute Zantaz's customer engagement program, including weekly account reviews, consistent customer communications, monthly virtual meetings, product education and training, and executive-level relationship development to strengthen customer satisfaction and retention
• Maintain account plans tracking customer priorities, technical environments, stakeholders, support issues, contract renewals, and growth opportunities
• Coordinate customer retention, service delivery, and internal handoffs to ensure clear responsibilities and continuity of support
• Advocate for customers internally, balancing their needs with technical feasibility, contractual commitments, and business priorities
• Own customer support cases from initial investigation through resolution or accepted escalation, ensuring timely communication and follow-through
• Conduct remote support sessions and screen shares to diagnose software issues, investigate system behavior, and implement approved solutions
• Troubleshoot application performance, software configurations, databases, and integrations within customer IT environments
• Analyze system logs, error messages, and diagnostic evidence to identify root causes and distinguish software defects from infrastructure or environmental issues
• Perform authorized remediation, configuration changes, and software recovery or redeployment in accordance with established procedures
• Collaborate with Zantaz specialist teams on complex issues, providing documented findings, supporting evidence, customer impact, and clear escalation requirements
• Document technical resolutions and lessons learned to improve troubleshooting efficiency and future customer support
• Manage the full contract renewal lifecycle, including preparation, negotiations, and execution
• Identify and pursue upsell and cross-sell opportunities through additional licenses, new products, professional services, and approved partner solutions
• Qualify opportunities based on customer needs, collaborating with internal teams to validate scope and commitments
• Maintain accurate contract, renewal, and sales pipeline records, distinguishing prospective opportunities, proposals, and closed business
• AI-Powered Account Management: Analyze customer communications, support history, and contracts to generate insights, prepare meetings, and strengthen account planning
• Intelligent Technical Support: Use AI to analyze tickets, system logs, and historical resolutions to accelerate diagnostics, troubleshooting, and issue resolution
• Proactive Customer Success: Identify recurring issues, customer dissatisfaction, renewal risks, and opportunities to improve service delivery
• Sales & Renewal Intelligence: Leverage AI to research customer needs, identify expansion opportunities, and develop effective renewal strategies
• AI Workflows & Automation: Build and improve AI-assisted workflows and agents to automate routine tasks, streamline communications, and enhance operational efficiency
• Responsible AI: Validate AI-generated recommendations, protect customer information, and maintain human oversight of critical decisions

Skills

• Proven experience in enterprise B2B software or SaaS account management, customer success, or technical account management
• Strong relationship management and commercial skills, including enterprise sales, contract renewals, negotiations, and account expansion
• Hands-on IT troubleshooting experience, including diagnosing software issues, identifying root causes, and implementing effective solutions
• Working knowledge of enterprise IT environments, including operating systems, databases, networking, and software integrations
• Familiarity with Microsoft 365, Microsoft Exchange, and Azure environments
• Excellent communication skills, with the ability to engage executives, technical teams, and nontechnical stakeholders
• Strong organizational skills, independent judgment, adaptability, and the ability to manage competing priorities while learning complex technologies
• Practical experience developing or improving AI-powered workflows, including testing, validation, and responsible human oversight
• Experience supporting enterprise software deployed in on-premises, cloud-hosted, or hybrid IT environments
• Familiarity with enterprise email archiving, information governance, data management, eDiscovery, or regulatory compliance technologies
• Experience working with legal, financial services, healthcare, government, or other highly regulated enterprise customers
• Understanding of Microsoft 365, Azure, and Exchange integrations, enterprise identity management, and related technical dependencies
• Experience working with technical support ticketing systems, CRM platforms, account management tools, and customer success workflows
• Familiarity with application logs, database troubleshooting, SQL fundamentals, or software configuration management
• Experience developing repeatable technical troubleshooting procedures, customer support documentation, or AI-assisted operational tools
• Hands-on experience administering and troubleshooting hosted IT infrastructure, including Windows Server and Linux systems
• Working knowledge of networking, storage, virtualization, Active Directory, and enterprise application hosting
• Experience with infrastructure monitoring, patching, performance optimization, and resolving production system failures
• Familiarity with backup verification, disaster recovery, system recovery, and secure change management procedures
• Experience coordinating with infrastructure engineers, data center personnel, and technical support teams to maintain service reliability
• Ability to balance infrastructure maintenance and incident response with customer account management and technical support responsibilities

Benefits

• Performance-based incentives
• Global remote work
• Full Amazon Echo 5 drop-in collaboration

Company Overview