Senior Support Account Manager

Who you are

You have a strong background in customer support, with at least 5 years of experience in a similar role, ideally within a tech or SaaS environment. Your customer-centric approach ensures that you prioritize the needs of Premium customers, providing them with exceptional service and support. You possess a deep technical understanding of data integration and analytics, allowing you to effectively communicate complex concepts to clients and advocate for their needs within the organization. Your relationship management skills are top-notch, enabling you to build trust and rapport with key stakeholders. You thrive under pressure, demonstrating strong judgment and decision-making abilities in challenging situations. Your exceptional communication skills allow you to articulate technical information clearly and concisely, both in writing and verbally. You are committed to follow-through and accuracy, ensuring that customer satisfaction remains at the forefront of your efforts.

Desirable

Experience with data integration tools or platforms is a plus, as is familiarity with customer success metrics and strategies. A background in project management or process improvement would also be beneficial, as you will be involved in shaping and maturing 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 achieve maximum value from our services. You will manage the end-to-end support experience, handling cases, escalations, and proactive health reviews. Your role will involve providing data-driven insights and facilitating seamless engagement across Support, Engineering, Product, and Customer Success teams. You will be responsible for conducting regular health checks and reviews with customers, identifying opportunities for improvement and ensuring that their needs are met. You will also play a key role in developing and implementing process improvements within the Premium Support program, advocating for customer needs and collaborating with cross-functional teams to enhance service delivery. Your ability to communicate effectively with both technical and non-technical stakeholders will be crucial in this role, as you will need to convey complex information in an accessible manner. You will also be involved in executive-level communication, providing updates and insights to senior management regarding customer satisfaction and program performance.

What we offer

Fivetran offers a dynamic work environment where you can make a significant impact on our customers' success. We provide competitive compensation and benefits, including flexible work arrangements to support your work-life balance. Our culture emphasizes collaboration, innovation, and continuous improvement, allowing you to grow both personally and professionally. You will have the opportunity to work with a talented team of professionals who are dedicated to making data access simple and reliable for our customers. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.