Build and maintain strong relationships with key business and technical stakeholders across assigned accounts. Lead regular case reviews and performance metric discussions. Provide timely updates on customer issues and account health to internal teams and leadership. Participate in customer-facing meetings, including Quarterly Business Reviews. Represent the customer's voice internally to drive continuous improvement. Manage escalated issues in collaboration with the Escalation Manager. Understand and communicate customer-specific customizations and technical needs. Collaborate with Account Managers to coordinate: Contribute to and review knowledge base articles, especially those related to Platinum Support processes. Strong organizational and communication skills. Ability to work effectively in a globally distributed team across time zones Minimum of 5 years of experience in software technology, ideally in a support capacity. Familiarity with cloud-based environments, including SaaS and PaaS. Bachelor's degree in an IT-related field or equivalent professional experience. English / Spanish and/or French language. Willingness to travel occasionally. Salesforce Administrator 201 and/or Advanced Administrator 211 certifications. Project management experience. Familiarity with technologies supporting Familiarity with technologies supporting SaaS applications (e.g., XML, Web Services, HTML, PHP, .NET, Java, JavaScript).
