Senior Support Account Manager

Job Summary

A company is looking for a Senior Support Account Manager - Federal.

Key Responsibilities

• Act as a central point of contact for support-related activities and deliver proactive and reactive services
• Manage and report on performance against service level agreements (SLAs) and oversee action plans for improvement
• Facilitate communication between customers and internal teams regarding upgrades, patches, and security requirements

Required Qualifications

• Experience integrating AI into work processes or decision-making
• Fundamental understanding of ITSM in enterprise environments
• Working knowledge of ITIL incident, problem, and release management processes
• Broad technical understanding in a cloud software environment
• Experience dealing with technical support teams