Lead Support Account Manager

Who you are

You have a strong background in customer support and account management, ideally with experience in a technical environment. Your ability to build relationships and advocate for customers is central to your success. You excel in communication, both written and verbal, and can convey complex technical concepts in an accessible manner. You are detail-oriented and committed to ensuring customer satisfaction, with a track record of managing high-stakes accounts. You thrive under pressure and can make sound judgments in challenging situations. Your experience in process improvement and customer advocacy will help shape 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, ensuring they receive exceptional service and support. You will manage the end-to-end support experience, handling cases, escalations, and proactive health reviews. Your role will involve providing data-driven insights to customers, helping them maximize the value they receive from Fivetran's services. You will collaborate closely with cross-functional teams, including Engineering, Product, and Customer Success, to ensure seamless engagement and communication. You will also play a key role in shaping the Premium Support program through process improvements and strategic partnerships.

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 making data access simple and reliable. We value your contributions and are committed to your professional growth. Our culture emphasizes collaboration, innovation, and customer-centricity, ensuring that you can thrive in your role while delivering exceptional value to our customers.