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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer relationship management and support skills, with a focus on troubleshooting, problem-solving, and effective communication. Proficient in analyzing support data and trends to enhance customer satisfaction and engagement.
Highest-signal resume keywords
SaaS Support ExperienceTechnical Account ManagementTroubleshooting SkillsCustomer Service MindsetOrganizational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Problem-SolvingData AnalysisRoot Cause AnalysisCase ManagementCustomer Support Metrics
Soft Skills
Effective CommunicationRelationship BuildingProactive ApproachFollow-Up SkillsCustomer Engagement
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Enterprise Software SupportProcurementSupply ChainCustomer SuccessTechnical Support
About the role
Key responsibilities & impact- Build and maintain strong relationships with assigned customers and serve as a trusted point of contact for support-related needs
- Monitor customer support activity, identify trends, and proactively address potential issues before they become escalations
- Review open and aging cases and work with Support teams to help ensure timely resolution
- Track customer concerns and follow up on action items to ensure commitments are completed
- Identify recurring issues and work with internal teams to help reduce repeat cases and improve the customer experience
- Conduct regular reviews of customer cases, support activity, and product usage to identify areas where additional assistance may be needed
- Coordinate with Support, Development, Product Management, Professional Services, Customer Success, and other teams when customer issues require additional attention
- Assist with root cause analysis and follow up on corrective actions when appropriate
- Help customers understand available resources, support processes, and self-service options
- Prepare and present customer support metrics, case trends, and other relevant information during regular customer reviews
- Partner with Account Managers and Customer Success Managers to ensure customer needs and concerns are communicated and addressed
- Identify opportunities to improve customer engagement, support processes, and overall customer satisfaction
- Continue developing technical and product knowledge to better support assigned customers
Requirements
What you’ll need- 3 years of experience in SaaS support, technical account management, enterprise software support, or a related customer-facing role
- Good troubleshooting and problem-solving skills
- Ability to understand customer issues, identify trends, and coordinate with internal teams to drive resolution
- Strong organizational and follow-up skills, with the ability to manage multiple customers and priorities
- Ability to communicate effectively with customers, technical teams, and business stakeholders
- Comfortable reviewing support data, case trends, and customer feedback to identify areas for improvement
- Ability to build positive relationships with customers and internal teams
- Strong customer service mindset and a proactive approach to addressing customer needs
- Bachelor’s degree or equivalent experience
- Experience with procurement, supply chain, or enterprise SaaS solutions is preferred
- Additional language skills are a plus
Benefits
Comp & perks- Exceptional medical, dental & vision plans
- Adoption assistance
- Wellness reimbursements
- Generous parental leave
- 401(k) matching
- Flexible work options
- Unlimited vacation for exempt employees