Support Account Manager – Premium Customer Support

About the role

As a Support Account Manager you will be the main point of contact for a select group of Premium Support customers, building strong relationships and acting as their advocate within Medius. You will ensure support tickets progress smoothly, proactively manage ticket flow and collaborate with multiple internal teams to maximise customer satisfaction and long‑term partnership value.

Key responsibilities

• Serve as the primary liaison for Premium Support customers, handling inquiries and escalations.
• Monitor and coordinate ticket progress across Support, Professional Services, Product and R&D teams.
• Proactively manage ticket queues to ensure timely resolution and high customer satisfaction.
• Identify and communicate customer needs and potential product improvements to internal stakeholders.
• Maintain accurate records of interactions and outcomes in the CRM system.

Required profile

• Strong relationship‑building and communication skills.
• Customer‑focused mindset with the ability to advocate on behalf of clients.
• Proactive and organised approach to managing multiple tickets and priorities.
• Experience working in a SaaS or technology‑focused environment is a plus.

Required skills