Support Account Manager

The Support Account Manager at Braze is responsible for delivering a premium support experience to a designated group of clients. This includes being the main point of technical support interaction, managing technical relationships, and collaborating with the Customer Success team to tackle inquiries and escalations effectively.

To qualify for the Support Account Manager position at Braze, candidates should possess a Bachelor's Degree or equivalent experience, have 3-6 years of client-facing experience in a SaaS company, and ideally have 1-2 years of account management experience along with strong analytical and communication skills.

The Support Account Manager works closely with the Customer Success and Recurring Services teams to manage technical escalations, advocate for customer's technical needs, and ensure alignment in providing excellent customer experiences throughout the contract period.

Essential skills for a Support Account Manager at Braze include exemplary written and verbal communication, strong problem-solving abilities, proficiency in technical integrations, analytical skills related to customer issues, and a collaborative mindset to work cross-functionally with other teams.

The work culture at Braze is characterized by a vibrant and collaborative environment where team members are encouraged to share diverse perspectives, treat each other with kindness, and continuously strive for improvement and excellence, making it a great place for a Support Account Manager to thrive.

When answering this question, it's essential to highlight specific examples of how you've managed client relationships in previous roles. Discuss your approach to understanding their needs, providing support, and ensuring satisfaction for a successful partnership.

In your response, demonstrate your problem-solving skills. Explain your method for assessing the situation, communicating with the customer, and collaborating with internal teams to resolve issues efficiently and effectively.

Share your experience with case management tools such as Salesforce or Zendesk. Emphasize your ability to utilize these tools to monitor ongoing issues, track resolutions, and provide timely updates to clients.

Discuss the importance of active listening and regular check-ins. Highlight how you adapt your communication style based on the client's technical understanding and preferences, ensuring clarity and rapport.

Provide a detailed anecdote that showcases your problem-solving and interpersonal skills. Focus on how you identified the root cause of the dissatisfaction, addressed it, and followed up to confirm that the issue was resolved and the customer was happy.

Explain your approach to collecting and interpreting customer feedback. Discuss how you use this data to identify trends, improve service quality, and advocate for necessary product enhancements.

Discuss your organizational skills and how you assess urgency versus importance. Share methods you employ to manage your time effectively while ensuring each customer feels valued and attended to.

Provide a scenario detailing the technical issue, your thought process, the steps you took to resolve it, and the resultant positive impact on the customer relationship.

Talk about your commitment to continuous learning. Mention specific resources you consult, such as documentation, webinars, and collaborations with technical teams to ensure you possess up-to-date product knowledge.

Reflect on Braze's values, culture, and the opportunity to contribute to a supportive team. Discuss how your skills and passion align with Braze's mission of creating exceptional customer experiences and your desire to be part of that journey.