Lead Support Account Manager

Who you are

You have a strong background in customer support, ideally with experience in managing high-touch accounts. Your ability to blend technical understanding with relationship management sets you apart, allowing you to serve as a trusted advisor to Premium customers. You excel in communication, ensuring that clients receive timely and effective support. Your commitment to customer satisfaction drives your approach to managing cases and escalations, and you have a knack for providing data-driven insights that help clients maximize their use of Fivetran's services.

You bring exceptional judgment under pressure, allowing you to navigate complex situations with ease. Your operational excellence ensures that you can manage the end-to-end support experience for Premium accounts effectively. You are proactive in identifying opportunities for process improvements and customer advocacy, and you thrive in collaborative environments where you can work closely with cross-functional teams.

Your experience includes a track record of successful contract renewals, demonstrating your ability to foster strong relationships and deliver value to clients. You understand the importance of follow-through and accuracy in your work, and you are dedicated to ensuring that customers achieve their goals with Fivetran's technology.

Desirable

Experience in a technical support role or account management within the SaaS industry would be a plus. Familiarity with data integration and warehousing solutions can enhance your effectiveness in this role. A background in customer success or a related field will also be beneficial as you work to shape and mature Fivetran's Premium Support program.

What you'll do

In this role, you will serve as the primary support advocate for Fivetran's most strategic Premium customers. You will manage the entire support experience, ensuring that clients receive exceptional service and support. This includes handling cases and escalations, conducting proactive health reviews, and providing data-driven insights to help customers maximize their value from Fivetran.

You will collaborate closely with teams across Support, Engineering, Product, and Customer Success to ensure seamless engagement and communication. Your role will involve shaping the Premium Support program through process improvements and customer advocacy, allowing you to make a significant impact on the overall customer experience.

As a Lead Support Account Manager, you will also be responsible for executive-level communication, ensuring that key stakeholders are informed and engaged. Your ability to analyze customer needs and provide tailored solutions will be crucial in driving customer satisfaction and retention.

What we offer

Fivetran offers a dynamic work environment where you can make a real 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 collaboration and encourage you to bring your unique perspective to the table.

We are committed to providing our employees with the resources and support they need to thrive. This includes opportunities for professional development and growth within the company. We believe in fostering a culture of innovation and continuous improvement, and we encourage you to apply even if your experience doesn't match every requirement.

Join us at Fivetran and help shape the future of data integration while delivering exceptional support to our Premium customers.