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Support Account Manager

Remote | Los Angeles, California
Freelance | Job ID #69859 | Posted 2 months ago

Onward Play is looking for a mid level Support Account Manager for a remote, 12 month contract, 40 hours a week, with benefits.

Role Responsibilities:

  • Work closely with the Account Management and Partnerships team, understand the business priorities and technical environments of strategic customers and partners
  • Develop close relationships with customers and partners by representing Support
  • Meet with customers, prepare and lead the operational review meetings and share best practices 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)
  • -Ensure Workplace 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


  • 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.
  • Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience.
  • Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences, both internal and external.
  • Ability to build relationships and effectively leverage them to remove blockers and expedite work.
  • Demonstrated experience of troubleshooting customer escalations in a ticket based workflow while achieving SLA requirements and managing sensitive escalations
  • Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

Apply today to chat with a recruiter! 

Employer Details:

  • Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
  • Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
  • Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • Onward Search is a drug-free workplace.


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