Provide proactive customer success support to educational clients through meetings, calls, and project management. Manage and expand a client portfolio while ensuring renewals and portfolio health.
About the role
- Senior Account Support Specialist managing enterprise accounts at Evermed. Providing high-quality customer support and communication for a SaaS company in medical education.
Responsibilities
- Independently manage support for a portfolio of enterprise clients (20+ accounts over time with $50k+ average annual contract value), ensuring timely, high quality responses.
- Maintain a standard of "no-guess" communication. Every response is clear, specific, precise, perfectly formatted, grammatically correct, and emotionally intelligent.
- Own the first 4 hours of every inbound request. Quickly triage issues, determine whether they can be resolved directly by yourself or require inputs from other team members, and communicate clear next steps and timelines to the client.
- Own the updates of our knowledge base. You ensure our documentation is a "living" resource that reduces friction for clients.
- Collaborate closely with the tech team to isolate and explain issues clients face and help find a solution.
Requirements
- 2+ years of experience in B2B support, preferably within an IT or SaaS environment, managing mid-range or enterprise accounts.
- Deep familiarity with support software (like ZenDesk or Help Scout), and tools like Slack, Google Workspace, and JIRA.
- Flawless professional writing is non-negotiable.
Benefits
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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