Technical Support Account Manager (IAM Integration) – Remote

Company Overview

Provision IAM is a trailblazing software and services company, delivering cutting-edge SaaS-based solutions for Identity and Access Management to financial institutions. Our expertise extends beyond IAM, with a custom digital solutions agency that serves a diverse array of industries, including financial, higher education, and other regulated businesses.

With over 28 years of industry leadership, Provision IAM is dedicated to optimizing digital operations and managing identity access. Our team is a unique blend of highly creative and technically skilled professionals who share a passion for integrating seamless, innovative solutions into our clients' systems. We pride ourselves on our ability to combine technical excellence with creative problem-solving, ensuring that our clients receive the best possible service and support. Join us and experience the difference of partnering with a company committed to your success.

Job Description

We are seeking a Technical Support Account Manager with expertise in Identity Access Management (IAM) who will build trusted relationships with clients and guide them through both technical support and IAM system implementation. This senior-level role is pivotal in ensuring customer satisfaction, driving product adoption, and managing post-implementation support. You’ll serve as the day-to-day point of contact for our clients, ensuring their success with Provision IAM.

The Account Manager (AM) acts as an intermediary between nearly all departments inside Provision IAM. The AM ensures that clients receive tailored products, information, and support, based on an in-depth understanding of their business and expectations. This role requires seamless coordination across teams, including Sales, Development, DevOps, and Customer Support, to deliver a personalized and comprehensive customer experience.

In this role, you will work closely with Implementation Specialists, Developers, and DevOps Engineers to facilitate onboarding and ensure seamless integration of IAM solutions. You will anticipate customer needs, align internal teams, and ensure the smooth progression of client projects. This role reports to the Director of Customer Care.

Requirements

Key Responsibilities

• Manage a portfolio of clients, building strong relationships and understanding their technical needs.

• Lead the onboarding process for IAM solutions, partnering with Implementation Specialists to ensure clients' success.

• Facilitate working sessions between internal teams and clients to troubleshoot technical issues and guide IAM system integrations.

• Drive NPS (Net Promoter Score) goals by collecting client feedback and driving continuous improvements.

• Conduct QBRs (Quarterly Business Reviews) with clients to demonstrate value and uncover new opportunities.

• Collaborate with clients to map security roles, configure access control systems, and troubleshoot technical challenges.

• Manage post-implementation support, ensuring timely issue resolution and continuous improvement of the IAM platform.

• Act as the primary liaison between clients and internal teams, including DevOps, Product Development, and Sales, to resolve blockers and ensure the successful completion of technical milestones.

• Serve as an intermediary between clients and internal teams to ensure customers receive tailored solutions and comprehensive support that align with their business needs.

• Identify opportunities for additional system enhancements or client needs that could expand the Provision IAM offering.

Required Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

• Experience:

  • 3+ years in technical account management or customer-facing technical roles, with proven success in managing client relationships and understanding technical requirements.

  • Experience in Identity Access Management (IAM) systems, including user provisioning, access control, and onboarding.

  • Strong proficiency with XML, SQL, and relational databases (SQL Server, MySQL, Postgres).

• Technical Skills:

  • Ability to write in Java, Python, Groovy, or C#.

  • Fami