Support Account Manager (SAM) - *internal Candidates Only* - Remote Eligible

Support Account Manager (SAM)

Location: Remote U.S. (designated states)

Department: Customer Support

Role Overview

The Support Account Manager (SAM) is a critical, hybrid role combining the strategic elements of account management with a deep focus on customer support and success. The SAM serves as the primary Support point of contact for high-value and complex accounts, ensuring exceptional client satisfaction, successful product utilization, and long-term retention. This position requires a proactive, relationship-focused professional adept at problem-solving, escalation management, and cross-functional collaboration.

The ideal candidate must be a motivated and experienced client support professional with outstanding project management and indirect leadership skills. Individuals must have a strong passion for solving problems, helping others, and achieving client success. Individuals must demonstrate excellent interpersonal skills, possess strong communication skills, and serve as a role model across support.

Key Responsibilities

The SAM is a vital link between the client and the internal organization, responsible for:

• Client Relationship & Advocacy: Building strong, enduring relationships with key client stakeholders. Acting as the client's internal advocate, translating feedback into actionable insights for Product, Engineering, and Sales teams.
• Escalation and Issue Management: Serving as the central point for all critical support escalations. Coordinating timely and effective resolution across internal departments while maintaining clear, consistent client communication.
• Proactive Success Management: Monitoring account health, usage metrics, and support data to preemptively identify and address potential risks or opportunities. Providing strategic guidance on product updates, best practices, and technical roadmaps.
• Operational Excellence: Overseeing the day-to-day support activity for assigned clients, managing a dynamic case list, monitoring performance against KPIs and SLAs, while driving continuous improvement in support processes and efficiency.
• Strategic Alignment: Conducting regular Support Business Reviews (BRs) to articulate the value delivered, review service performance, and align support strategies with the client's evolving business objectives.

Essential Skills and Qualifications

• Strong background in technical support, customer success, and account management, preferably within a SaaS environment.
• Exceptional written and verbal communication skills, with the ability to articulate complex technical and business concepts to diverse audiences.
• Proven expertise in client relationship management, conflict resolution, and complex problem-solving.
• Highly organized with demonstrated ability to manage a portfolio of accounts, prioritize tasks, and manage time effectively.
• Familiarity with CRM and professional ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
• High technical aptitude and a solid understanding of the company's product suite and value proposition.

Position Requirements

Keys to Success

• Aiding the team in achieving key support KPIs (Response Time, Resolution Rate, Backlog Management, CSAT).
• Effective cross-functional collaboration and the ability to influence the actions of others.
• Expert listing, critical thinking, project management, and escalation management skills.

Our Perks

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave

About Raintree Systems

Raintree is the preeminent platform for enterprise and mid-sized therapy provider organizations. Our award-winning solutions in patient engagement and communications, clinical documentation, revenue cycle management (RCM), and business intelligence are tailored to the needs of physical therapy, occupational therapy, speech therapy, and ABA practices across all treatment settings.

Our Core Values

We put our Clients First - We are Open and Honest - We are Disciplined, Yet Flexible

We love to Solve Problems - We are Committed to Greatness - We are a High Performance Team

Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.