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 with clients is exceptional, and you understand the importance of providing a white-glove service to strategic accounts. You thrive in high-pressure situations and can make sound judgments quickly, ensuring that customer needs are met effectively. Your communication skills are top-notch, allowing you to convey complex information clearly and concisely to both technical and non-technical stakeholders. You are proactive in identifying opportunities for process improvements and customer advocacy, always aiming to enhance the customer experience. You are committed to follow-through and accuracy, which are essential for successful contract renewals and customer satisfaction.

Desirable

Experience in a SaaS environment or with data integration tools would be a plus. Familiarity with customer success metrics and strategies to drive customer engagement and retention is also desirable. You should be comfortable working with cross-functional teams, including Support, Engineering, Product, and Customer Success, to deliver exceptional service to clients.

What you'll do

In this role, you will serve as the primary support advocate for Fivetran's Premium customers, ensuring they receive the highest level of service and support. You will manage the end-to-end support experience, handling cases and escalations while providing proactive health reviews and data-driven insights. Your role will involve regular communication with customers, including executive-level discussions, to ensure they are achieving maximum value from Fivetran's services. You will also be responsible for shaping and maturing the Premium Support program, identifying areas for improvement and implementing best practices. Collaboration with cross-functional teams will be key, as you work to ensure seamless engagement across Support, Engineering, Product, and Customer Success. You will help drive customer satisfaction and retention through exceptional service and strategic partnership.

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 your contributions and encourage you to bring your ideas for process improvements to the table. Our culture promotes collaboration and innovation, and we are committed to supporting your professional growth. As part of our team, you will play a crucial role in helping our customers become truly data-driven, and your efforts will directly contribute to their success.