Lead Support Account Manager

Who you are

You are an experienced customer-centric professional with a strong background in account management. You have a proven track record of providing exceptional support and ensuring customer satisfaction. Your ability to blend technical understanding with relationship management sets you apart in this role. You excel in communication and collaboration, working effectively across multiple teams to advocate for customer needs. Your judgment under pressure and commitment to follow-through are key to your success in managing Premium accounts. You understand the importance of data-driven insights and proactive engagement in enhancing customer experiences.

Desirable

Experience in a technical support or account management role within the SaaS industry is a plus. Familiarity with data integration or analytics tools will enhance your ability to provide value to customers. A background in process improvement and customer advocacy will help you 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 end-to-end support experience, ensuring that customers achieve maximum value from Fivetran’s services. This includes overseeing case management, handling escalations, and conducting proactive health reviews. You will provide data-driven insights and maintain executive-level communication with customers to foster strong relationships. Your role will involve collaborating closely with cross-functional teams, including Support, Engineering, Product, and Customer Success, to ensure seamless engagement and exceptional responsiveness.

You will also play a key role in shaping Fivetran’s Premium Support program through process improvements and customer advocacy. Your insights will help drive strategic partnerships and enhance the overall customer experience. You will be responsible for ensuring that customer feedback is effectively communicated and acted upon within the organization. Your commitment to operational excellence will be central to achieving successful contract renewals and maintaining high levels of customer satisfaction.

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 provide competitive compensation and benefits, along with opportunities for professional growth and development. Our culture emphasizes collaboration, innovation, and a commitment to customer satisfaction. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.