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 customer-centric approach ensures that you prioritize the needs of Premium customers, advocating for their success and satisfaction. You possess excellent communication skills, allowing you to effectively engage with customers and internal teams alike. 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. Your business acumen enables you to understand customer needs and align them with Fivetran's offerings, ensuring maximum value for clients.

Desirable

Experience in a SaaS environment or with data integration tools is a plus. Familiarity with customer success metrics and strategies will help you excel in this role. A technical background will enhance your ability to communicate effectively with engineering and product teams, ensuring that customer feedback is accurately represented.

What you'll do

As the Lead Support Account Manager, 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 exceptional service and timely responses to their inquiries. Your role involves overseeing case management, handling escalations, and conducting proactive health reviews to ensure customer satisfaction. You will provide data-driven insights to customers, helping them maximize the value of Fivetran's services. Collaboration with cross-functional teams, including Engineering, Product, and Customer Success, will be essential to address customer needs effectively. You will also play a key role in shaping and maturing the Premium Support program, identifying areas for improvement and implementing best practices. Your commitment to follow-through and accuracy will be crucial in achieving successful contract renewals and fostering long-term customer relationships.

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 to our Premium customers. We value your contributions and encourage you to bring your ideas for process improvements to the table. Our culture promotes collaboration and innovation, allowing you to grow both personally and professionally. We are committed to supporting your career development and providing the resources you need to succeed in your role.