Senior Support Account Manager

Who you are

You have a strong background in customer support, ideally with 5+ years of experience in a technical support or account management role. Your customer-centric approach ensures that you prioritize the needs of Premium customers, advocating for their success while managing their expectations effectively. You possess excellent communication skills, allowing you to convey complex technical concepts in a clear and concise manner. Your ability to build and maintain relationships with key stakeholders is crucial, as you will serve as a trusted advisor to clients. You thrive in high-pressure situations, demonstrating strong judgment and problem-solving skills to address customer concerns promptly. Your commitment to follow-through and accuracy is evident in your work, ensuring that every customer interaction is handled with care and professionalism.

Desirable

Experience in a SaaS environment is a plus, as is familiarity with data integration or analytics tools. You may have a technical background that allows you to understand the intricacies of Fivetran’s offerings, enabling you to provide informed insights to customers. A proactive mindset and a passion for customer satisfaction will set you apart in this role.

What you'll do

As a Senior Support Account Manager at Fivetran, you will own the end-to-end support experience for Premium accounts, ensuring that customers receive exceptional service and value from our solutions. You will manage cases and escalations, conducting proactive health reviews to identify potential issues before they arise. Your role will involve providing data-driven insights to customers, helping them leverage Fivetran’s technology to its fullest potential. You will collaborate closely with cross-functional teams, including Support, Engineering, Product, and Customer Success, to ensure seamless engagement and resolution of customer inquiries. Your ability to communicate effectively with both technical and non-technical stakeholders will be essential in this role. You will also contribute to the maturation of Fivetran’s Premium Support program, identifying opportunities for process improvements and advocating for customer needs within the organization.

What we offer

Fivetran is committed to fostering a supportive and inclusive work environment. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a dynamic team that values collaboration and innovation, working together to help our customers succeed. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse perspectives contribute to our success.