Technical Support Account Manager

Establish & handle governance model and Services reviews with customers to ensure successful long-term partnerships, Deploy repeatable processes and best practices using Services ITIL framework, Identify operational risk impacting customer satisfaction, define and execute mitigation plans in collaboration with the account team, Work with Software Operation delivery team to ensure programs are delivered on-time and with quality, Analyze and report on customers system performance metrics (especially SaaS environments), Assist customers with business model strategies about On-Premise and SaaS services. Motivation for client services and account management, Focus on complex project lifecycle, Great verbal & written presentation skills, Strong sense of urgency, working well under pressure and deadlines, Ability to create, build & manage relationships with customers at all levels, Ability to analyze client needs and issues to define proactive actions, Ability to lead teams and drive execution of risk mitigation plans, Background in Program Management: PMP & ITIL background or certification a bonus, Background in Enterprise software implementation or support. Bachelor's degree in computer science or a related field, Experience with CAD and PLM software. 5 years of experience in Customer Service or account management functions, Knowledge of SaaS-based and/or Cloud-based business models in the software industry