Support Account Manager

ABOUT THE ROLE The Support Account Manager at Workato is responsible for owning the support relationship for a portfolio of strategic enterprise accounts. This role requires a high level of technical expertise, business acumen, and communication skills to drive support health, resolve complex issues, and partner with internal teams to deliver exceptional customer experiences. WHAT YOU'LL DO As a Support Account Manager, you will: - Own the support health of a defined portfolio of strategic accounts, tracking and driving metrics such as response time, resolution time, and customer-reported satisfaction. - Run regular support business reviews with your accounts, analyzing data, identifying trends, and committing to specific actions with owners and dates. - Orchestrate escalations across Support, Engineering, Customer Success, and Professional Services, ensuring follow-through and minimizing customer effort. - Identify recurring or systemic issues in your accounts and drive them to root cause, partnering with Engineering on correction-of-error reviews where warranted. - Build deep familiarity with each account's Workato environment, use cases, and business priorities to deliver contextual support. - Feed the knowledge loop by capturing reusable resolutions and patterns, enabling the broader support org and customers to benefit from faster resolution times. - Partner with Customer Success and the account team on renewal and expansion risk that originates from support health. WHAT YOU'LL NEED To succeed in this role, you will require: - 4-6 years of experience in enterprise technical support, technical account management, or a customer-facing support role, including time owning named or strategic accounts. - A track record of managing complex, high-severity escalations across multiple internal teams to resolution. - Strong written communication skills, with the ability to summarize complex issues into clear, concise updates. - Technical fluency sufficient to hold credible conversations about integrations, APIs, and automation workflows. - Experience working across time zones with global teams and customers. WHY REMOTE Workato offers a flexible, trust-oriented culture that empowers employees to take ownership of their roles. As a remote worker, you will enjoy a dynamic and vibrant work environment, with a multitude of benefits to support your work-life balance.