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JAGGAER
JAGGAER
1.001 – 5.000 Angajați
Sponsor pentru viza H1BAsistență medicalăConsultanțăIndustria prelucrătoare
JAGGAER furnizează software pentru gestionarea proceselor de achiziții de la identificarea surselor până la plată, bazat pe inteligență artificială, care ajută organizațiile să gestioneze achizițiile de la selectarea surselor și colaborarea cu furnizorii până la analiza cheltuielilor, cumpărare și conformitate. Platforma sa sprijină decizii de achiziții mai bine fundamentate și mai sustenabile în sectoare precum educația, sănătatea, producția, finanțele și consultanța, ajutând echipele să îmbunătățească vizibilitatea, să consolideze relațiile cu furnizorii și să creeze valoare dincolo de reducerea costurilor.
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Locurile de muncă ale companiei

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.

USStatele Unite ale AmericiiNCCarolina de NordRemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăManager de conturiVânzări

Descriere

  • 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

Cerințe

  • 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

Beneficii

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

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