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 provide exceptional service is at the core of your professional ethos. You thrive in high-pressure situations and possess excellent judgment, ensuring that customer needs are met with precision and care. You are detail-oriented and committed to follow-through, which is essential for successful contract renewals and customer satisfaction. Your communication skills are exceptional, allowing you to engage effectively with both customers and internal teams. You understand the importance of data-driven insights and can leverage them to enhance customer experiences. You are proactive in identifying opportunities for process improvements and customer advocacy, contributing to the overall success of the Premium Support program.

Desirable

Experience in a SaaS environment or with data integration tools would be a plus. Familiarity with customer success metrics and strategies for enhancing customer engagement can set you apart. A technical background that allows you to understand the complexities of data management and integration will be beneficial in this role.

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 receive timely and effective assistance. Your responsibilities will include managing cases and escalations, conducting proactive health reviews, and providing data-driven insights to help customers maximize the value of Fivetran's services. You will collaborate closely with cross-functional teams, including Support, Engineering, Product, and Customer Success, to ensure seamless engagement and communication. Your role will also involve shaping and maturing the Premium Support program through process improvements and strategic partnerships. You will be responsible for executive-level communication, ensuring that key stakeholders are informed and engaged throughout the support process. Your commitment to operational excellence will be crucial in driving customer satisfaction and retention.

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 collaboration and encourage you to bring your ideas to the table. Our commitment to employee development means you will have access to resources and support to grow your career. We believe in fostering a culture of inclusivity and respect, where every team member can thrive. Join us in our mission to empower organizations to become data-driven and make a difference in the world of data integration.