Lead Support Account Manager

Who you are

You have a strong background in customer support and account management, ideally with 5+ years of experience in a technical environment. Your customer-centric approach ensures that you advocate for clients while delivering exceptional service. You possess excellent communication skills, allowing you to effectively engage with both customers and internal teams. Your ability to manage multiple priorities and maintain composure under pressure is key to your success in this role. You are proactive in identifying opportunities for process improvements and customer advocacy, contributing to the overall success of the Premium Support program. You understand the importance of data-driven insights and can translate complex technical concepts into actionable recommendations for customers.

Desirable

Experience in a SaaS environment or with data integration technologies would be a plus. Familiarity with customer success metrics and tools can enhance your effectiveness in this role. A background in technical support or engineering can provide valuable insights into the challenges faced by customers.

What you'll do

As the Lead Support Account Manager, you will be the primary support advocate for Fivetran's most strategic Premium customers. You will manage the end-to-end support experience, ensuring that customers receive timely and effective assistance. Your role involves overseeing case management, handling escalations, and conducting proactive health reviews to ensure customer satisfaction. You will collaborate closely with cross-functional teams, including Engineering, Product, and Customer Success, to provide seamless support and insights. Your responsibilities will include delivering data-driven insights to customers, helping them maximize the value of Fivetran's services. You will also play a key role in shaping the Premium Support program, identifying areas for improvement and advocating for customer needs within the organization.

What we offer

Fivetran offers a dynamic 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 providing exceptional service. We value collaboration and encourage you to share your ideas for improving processes and enhancing customer experiences. Our commitment to employee development means you will have access to resources and support to grow your career. We believe in the importance of work-life balance and offer flexible working arrangements to accommodate your needs.