JAGGAER
JAGGAER
JAGGAER provides AI-enabled source-to-pay software that helps organizations manage procurement from sourcing and supplier collaboration through spend analysis, purchasing, and compliance. Its platform supports more informed, sustainable procurement decisions across sectors including education, healthcare, manufacturing, finance, and consulting, helping teams improve visibility, strengthen supplier relationships, and create value beyond reducing costs.

Remote Support Account Manager - North Carolina | JAGGAER

Support JAGGAER customers by managing cases, coordinating issue resolution, and improving support outcomes. Advise users of JAGGAER’s Source-to-Pay and Supplier Collaboration Platform.

Description

  • Manage relationships with assigned customers and act as their primary contact for support needs
  • Track support activity, spot emerging trends, and address risks before they escalate
  • Review open and aging cases with Support teams to promote timely resolution
  • Document customer concerns and follow through on agreed action items
  • Analyze recurring issues with internal teams to reduce repeat cases and strengthen the customer experience
  • Regularly assess cases, support activity, and product usage to identify where customers may need additional help
  • Coordinate complex customer issues across Support, Development, Product Management, Professional Services, Customer Success, and related teams
  • Contribute to root cause analysis and monitor corrective actions when needed
  • Guide customers through available resources, support procedures, and self-service options
  • Present support metrics, case patterns, and relevant findings in recurring customer reviews
  • Work with Account Managers and Customer Success Managers to communicate and resolve customer needs
  • Recommend improvements to customer engagement, support workflows, and overall satisfaction
  • Expand technical and product expertise to provide stronger support for assigned customers

Requirements

  • At least three years of experience in SaaS support, technical account management, enterprise software support, or a related customer-facing role
  • Strong troubleshooting and problem-solving abilities
  • Ability to interpret customer issues, recognize trends, and coordinate internal teams toward resolution
  • Highly organized, with reliable follow-up skills and the ability to manage multiple customers and priorities
  • Clear communicator with customers, technical teams, and business stakeholders
  • Comfort reviewing support data, case trends, and customer feedback to find improvement opportunities
  • Ability to build constructive relationships with customers and internal colleagues
  • Customer-focused and proactive in responding to customer needs
  • Bachelor’s degree or equivalent experience
  • Experience with procurement, supply chain, or enterprise SaaS solutions is preferred
  • Additional language skills are advantageous

Benefits

  • Medical, dental, and vision plans
  • Adoption assistance
  • Wellness reimbursements
  • Generous parental leave
  • 401(k) matching
  • Flexible work options
  • Unlimited vacation for exempt employees

Related Jobs