Product Support Account Manager

Responsibilities

Workato’s largest customers run business-critical automations on our platform. When something breaks, or when they’re scaling an agentic workflow into production, they don’t want a ticket queue. They want a person who knows their environment, owns the outcome, and drives it to resolution.

That person is the Support Account Manager. You own the support relationship for a portfolio of strategic enterprise accounts. You are accountable for their support experience end to end: response and resolution health, escalation management, proactive risk identification, and the operational reviews that keep leadership on both sides aligned. You are not a queue agent and you are not a salesperson. You are the support owner for your accounts.

In this role, you will also be responsible to:

• Own the support health of a defined portfolio of strategic accounts. Track and drive the input and output metrics that define a good support experience: response time, resolution time, backlog age, reopen rate, and customer-reported satisfaction.

• Run regular support business reviews with your accounts. Bring the data, surface trends, name the problems before the customer does, and commit to specific actions with owners and dates.

• Orchestrate escalations across Support, Engineering, Customer Success, and Professional Services. Hold the line on follow-through. The customer should never have to chase you.

• Identify recurring or systemic issues in your accounts and drive them to root cause. Partner with Engineering on correction-of-error reviews where warranted.

• Build deep familiarity with each account’s Workato environment, use cases, and business priorities so your support is contextual, not generic.

• Feed the knowledge loop. Capture reusable resolutions and patterns so the broader support org and customers get faster over time.

• Partner with Customer Success and the account team on renewal and expansion risk that originates from support health.

Requirements

Qualifications / Experience / Technical Skills

• 4-6 years in enterprise technical support, technical account management, or a customer-facing support role, including time owning named or strategic accounts.

• A track record of managing complex, high-severity escalations across multiple internal teams to resolution.

• Comfort with support metrics and the judgment to know which number matters in which situation. You can build and defend a data-backed account review.

• Technical fluency sufficient to hold a credible conversation about integrations, APIs, and automation workflows. You don’t need to write the fix, but you need to understand it.

• Experience working across time zones with global teams and customers. This role is based in the Philippines and will support accounts across APJ and, depending on portfolio, US time zones.

Soft Skills / Personal Characteristics

• Strong written communication. You can summarize a messy multi-week incident into a clear, honest update an executive will read.

Nice to Haves

• Direct experience with Workato or a comparable iPaaS / enterprise automation / orchestration platform.

• Familiarity with agentic AI or LLM-based workflows in a production enterprise context.

• Experience with support tooling and KCS-style knowledge practices.

(REQ ID: AN2067)