JAGGAER
JAGGAER
JAGGAER एआई-सक्षम सोर्स-टू-पे सॉफ़्टवेयर उपलब्ध कराता है, जो संगठनों को सोर्सिंग और आपूर्तिकर्ता सहयोग से लेकर खर्च विश्लेषण, खरीद और अनुपालन तक की खरीद प्रक्रियाओं का प्रबंधन करने में मदद करता है। इसका प्लेटफ़ॉर्म शिक्षा, स्वास्थ्य सेवा, विनिर्माण, वित्त और परामर्श सहित विभिन्न क्षेत्रों में अधिक सूचित और टिकाऊ खरीद निर्णयों का समर्थन करता है। इससे टीमें बेहतर दृश्यता प्राप्त कर सकती हैं, आपूर्तिकर्ता संबंधों को मजबूत कर सकती हैं और केवल लागत घटाने से आगे बढ़कर मूल्य सृजित कर सकती हैं।

Support Account Manager – JAGGAER (Remote, North Carolina)

Own customer support relationships for JAGGAER’s SaaS procurement platform, helping resolve issues and strengthen service outcomes. Analyze cases, coordinate cross-functional responses, and guide customers toward effective support resources.

विवरण

  • Serve as the primary support contact for assigned customers and build lasting working relationships
  • Track support activity and emerging patterns, addressing risks before they escalate
  • Review unresolved and aging cases with Support teams to keep resolutions moving
  • Maintain visibility on customer concerns and follow through on agreed actions
  • Investigate repeated issues with internal partners to limit recurrence and improve the customer experience
  • Evaluate cases, usage data, and support activity in recurring reviews to uncover where customers may need further help
  • Bring together Support, Development, Product Management, Professional Services, Customer Success, and other teams to resolve complex customer matters
  • Contribute to root-cause investigations and monitor resulting corrective actions when needed
  • Explain support procedures, available resources, and self-service pathways to customers
  • Compile and present case trends, support metrics, and related findings in customer business reviews
  • Work with Account Managers and Customer Success Managers to communicate and resolve customer priorities
  • Spot ways to enhance customer engagement, support workflows, and satisfaction
  • Expand technical and product expertise to provide more effective support to assigned customers

आवश्यकताएँ

  • At least three years of experience in SaaS support, technical account management, enterprise software support, or a comparable customer-facing role
  • Demonstrated troubleshooting and problem-solving ability
  • Able to interpret customer issues, recognize patterns, and coordinate internal teams toward resolution
  • Highly organized, with reliable follow-through across multiple customers and competing priorities
  • Clear communicator with customers, technical specialists, and business stakeholders
  • Comfortable using support data, case patterns, and customer feedback to find improvement opportunities
  • Skilled at building constructive relationships with customers and colleagues
  • Customer-focused and proactive in responding to emerging needs
  • Bachelor’s degree or equivalent professional experience
  • Background with procurement, supply chain, or enterprise SaaS products is preferred
  • Additional language proficiency is advantageous

लाभ

  • Medical, dental, and vision coverage
  • Adoption assistance
  • Wellness reimbursement programs
  • Generous parental leave
  • 401(k) matching
  • Flexible work arrangements
  • Unlimited vacation for exempt employees

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