Saviynt
Identity Security
SupportAccountManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Account Manager at Saviynt. Skills: Customer Success, Technical Support, Account Management. Help customers resolve issues. Manage cases and escalations”
What You'll Achieve.
Reduce disruptions; Improve operations; Accelerate innovation; Achieve long-term success; Driving retention; Driving adoption; Maximize value
Industry & Context.
Problem-Solving; Root-cause analysis
What They're Looking For.
Must Have
8+ years of experience in a related field, Bachelor’s degree in computer science, Information Systems, Cybersecurity
Nice to Have
Relevant industry certifications
What You'll Do.
Help customers resolve issues
Manage cases and escalations
Perform root-cause analysis
Assist with special projects
Provide reports on customer instance health
Identify upgrade needs
Assist with upgrade planning
Act as escalation point for customer cases
Establish and maintain relationships with key accounts
Act as primary contact for customer inquiries
Provide timely and effective solutions
Address and resolve customer issues
Coordinate with various departments
Ensure issues are resolved to customer satisfaction
Guide new customers through onboarding
Ensure customers understand product usage
Monitor and track customer support metrics
Identify areas for improvement
Identify potential issues
Enhance service delivery
Work closely with other departments
Address customer needs
Improve product offerings
Manage customer accounts
Keep detailed records of interactions
Keep records of support tickets
Keep records of resolutions
Ensure continuity and personalized service
Gather and analyze customer feedback
Identify areas for improvement in products or services
Report findings to relevant departments
Facilitate enhancements
Anticipate customer needs
Proactively offer assistance
Proactively offer updates
Proactively offer new features
Maintain accurate records of customer interactions
Maintain accurate records of support activities
Provide insights into customer satisfaction
Provide insights into support team performance
Monitor customer environments
Provide technical recommendations
Ensure seamless ongoing operations
Coordinate cross-functionally
Advocate for customer needs
Assist in issue resolution
Provide strategic recommendations
Enhance operational efficiency
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales; Product development; Engineering
Communication Scope
Verbal communication; Written communication
Full Job Description
## Description Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation. ## WHAT YOU WILL BE DOING Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects Provide reports: Provide reports on the health of the customer's instance Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning Advocate for customers: Act as an escalation point for customer-submitted cases and requests Client Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutions. Issue Resolution: Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction. Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the company’s products or services effectively. Perfor
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