Account Manager

Location Austin, TX (Fully remote)
Starts Within a Couple Weeks
Duration 6 Months
Status Freelance
Rate Up to $45/hr (DOE)
Our social media giant client seeks an Account Manager to join their team in this 6 month freelance role!

This role will be 100% remote, but you must be based in the following approved location(s):
Austin, TX
New York, NY
Bay Area, CA

The Account Manager will be responsible for the following:
- Work closely with the Account Management and Partnerships team, understand the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners by representing Support.
- Meet with customers, prepare and lead the operational review meetings and share best practises for dedicated accounts.
- Regularly review tickets to ensure their resolution in a timely manner and drive resolution of complex technical issues raised by customers (account management, SSO, integrations & APIs etc) when required, providing customer calls, if necessary, in particular for the dedicated customers (with priority) but not limited to the dedicated accounts.
-Ensure customer or partner issues escalated to Engineering get a resolution, communicate resolution to the customer in a timely manner.
- Act as a point of escalation for strategic customers, manage customer calls and remote troubleshooting when required.
- Work with the global Support team and XFN partners to improve efficiency and quality of Support processes and tools.
- Build relationships with Product and Engineering teams to improve the product and advocate for customer needs.
- Analyze support tickets and provide recommendations that improve the customer experience and product

The ideal Account Manager should possess the following:
- 4+ years of technical support experience delivering & enabling support for enterprise applications
- Experience and understanding of enterprise security, including user/identity management (e.g. Active Directory), protocols (e.g. SAML and authentication flows), concepts (e.g. Single Sign On, Mobile Device Management), integration with cloud service providers (e.g., Azure, G-Suite), integrations with content partners (e.g. One Drive, Google Drive, DropBox, etc.) and APIs
- Demonstrated experience of excellent troubleshooting of customer escalations in a ticket based workflow while achieving SLA requirements and managing sensitive escalations
- Passion for ensuring a world class user experience through attention to detail and nuance
- Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

Creative Circle is focused on protecting the health and safety of our candidates, clients, and communities. Details of our job descriptions are always subject to change, e.g., on-site vs off-site. We follow the guidance of the CDC, WHO, CPHA, and government officials. If you have questions about a specific job posting, please contact us. Be well and stay well. - Creative Circle.


Submit resume (and samples if applicable) to:

About Creative Circle
Creative Circle is a recruiting agency, and we proudly match professionals with companies looking for talented team members. The above listing is for a role with one of our clients. Our connections at top companies get your resume in front of the right people and access to amazing positions that aren't posted anywhere else. If you’re a good fit for this role (or another we're currently working on), a local recruiter will reach out to schedule a screening interview. We present only the top candidates to our clients.

For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa.