Support Account Manager

About Medius

Medius is dedicated to transforming finance management into a strategic advantage rather than a source of stress. Since its inception in Sweden in 2001, the company has evolved into a global leader in cloud-based spend management solutions, trusted by thousands worldwide to enhance accounts payable processes. Our innovative AI-driven products not only reduce manual workload but also empower finance teams to operate with clarity and confidence.

At our core, we foster a culture built on connection, inquiry, and ownership, believing that collaborative innovation fuels success. Joining Medius means becoming part of an international community that values curiosity, idea sharing, and continuous growth.

Role Overview

The Support Account Manager will serve as the main liaison for a designated group of premium support clients, nurturing strong partnerships and acting as their advocate within Medius. This position demands proactive ticket management and close collaboration with support, professional services, product, and R&D teams to ensure efficient issue resolution and elevate customer satisfaction. Handling escalations and coordinating cross-departmental efforts will be essential.

Key Responsibilities

• Serve as the primary contact for premium support customers.
• Develop and sustain trusted relationships with key customer stakeholders.
• Oversee support ticket workflows to guarantee prompt updates and timely resolution.
• Work closely with internal support staff and R&D teams to overcome obstacles and maintain ticket progress.
• Foster strong internal partnerships to facilitate seamless coordination.
• Keep customers informed about ticket developments, next steps, and expectations.
• Detect recurring issues and suggest improvements to relevant teams.
• Manage critical escalations with proper visibility and handling.
• Provide customers with regular support summaries and performance metrics.
• Contribute to the renewal and expansion of premium support through excellent customer experiences.
• Manage various customer support escalations efficiently.

Candidate Profile

• Possess a bachelor’s degree or higher.
• Bring over 5 years of experience in enterprise software or related professional settings.
• Have prior exposure to customer support, account management, or client-facing roles, ideally within SaaS or technology sectors.
• Exhibit excellent communication and relationship-building capabilities.
• Demonstrate strong organizational skills and an ability to juggle multiple client accounts simultaneously.
• Effectively manage competing priorities and maintain momentum across multiple tickets.
• Approach challenges with a problem-solving attitude focused on collaboration and outcomes.
• Familiarity with support workflows, ticketing tools, and escalation protocols is preferred.

Location and Work Conditions

• This full-time role is located in Tunis, Tunisia, following a hybrid model with 2 days on-site and 3 days remote weekly.
• Primarily desk-based work; occasional travel to client sites may be required.

Compensation and Benefits

• Meal voucher allowance up to 160 TND/month.
• Medical insurance covering employee and immediate family (spouse and children).
• Gym membership support up to 300 TND.
• Transportation reimbursement up to 200 TND monthly.
• Access to continuous learning resources including specialized trainings and English coaching.
• Employee referral bonuses for new hires.
• Annual leave: 25 paid days plus an extra day on the birthday, and 5 sick leave days per year.
• Comprehensive welcome package including IT hardware and essentials.

Equal Opportunity and Accommodation

Medius is committed to fair employment practices, ensuring equal opportunities without discrimination on any protected basis. Reasonable accommodations are available during recruitment processes for disabilities or religious needs.