Lead Support Account Manager

Who you are

You have a strong background in customer support and account management, with a focus on providing exceptional service to strategic clients. Your experience includes managing complex customer relationships and ensuring that clients receive maximum value from the services provided. You possess excellent communication skills, allowing you to effectively advocate for customers while collaborating with cross-functional teams. Your ability to analyze customer needs and provide data-driven insights is key to your success in this role. You thrive under pressure and are committed to delivering high-quality support, ensuring that customer satisfaction remains a top priority. You understand the importance of follow-through and accuracy in managing customer accounts, which is essential for successful contract renewals.

What you'll do

In this role, you will serve as the primary support advocate for Fivetran's Premium customers, ensuring they receive the highest level of service. You will manage the end-to-end support experience, including case management, escalations, and proactive health reviews. Your role will involve providing data-driven insights to help customers optimize their use of Fivetran's services. You will also be responsible for maintaining strong relationships with key stakeholders, facilitating seamless engagement across Support, Engineering, Product, and Customer Success teams. Additionally, you will help shape and improve Fivetran's Premium Support program by identifying areas for process enhancement and advocating for customer needs. Your strategic partnership with cross-functional teams will be crucial in delivering exceptional customer experiences.

What we offer

Fivetran offers a collaborative work environment where you can make a significant impact on customer success. You will have the opportunity to work with a talented team dedicated to making data access simple and reliable. We value your contributions and are committed to supporting your professional growth. As part of our team, you will play a vital role in helping organizations leverage data effectively, driving their success in becoming data-driven. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse backgrounds contribute to our success.