Senior Support Account Manager

September 7

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Fivetran

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Fivetran is the leader in automated data integration, delivering ready-to-use connectors that adapt to change.

Data Integration • ETL • data pipelines • ELT

1001 - 5000

💰 $565M Series D on 2021-09

Description

•As a Support Account Manager (SAM) at Fivetran, you will serve as the primary liaison for our customers, forging and sustaining strong relationships to ensure their success with our products and services. •Gain an in-depth understanding of each customer’s unique needs and data usage patterns, proactively identifying and resolving potential issues to enhance their value from Fivetran. •Your role is essential in advocating for customer needs within our organization and ensuring that high satisfaction levels lead to successful contract renewals. •Combine business insight with technical expertise to navigate complex customer environments and understand their platform usage. •Your positive attitude, integrity, and accountability make you a key asset in our dynamic, high-performance team. •You are results-oriented, using data, metrics, and feedback to drive operational, tactical, and strategic decisions. •Your commitment to excellence ensures top-notch professional interactions with stakeholders at all levels, including C-suite executives. •Provide exceptional service and support to our most important customers, helping them achieve their business goals.

Requirements

•8+ years of hands-on experience in Support or Support Services, demonstrating a proven track record of delivering significant business value and improvement. •3+ years of experience with In-depth knowledge of cloud platforms (AWS, Azure, GCP) and data integration concepts. •3+ years of experience managing enterprise customer relationships in roles like Support Account Manager (SAM), Technical Account Manager (TAM). or Escalation/Incident Management. •Strong understanding of Service/Platform/Infrastructure (SaaS/PaaS/IaaS) architectures, including their application and management. •Knowledge of data integration and management concepts is a plus. •Exceptional verbal and written communication skills with the ability to present complex ideas, processes, and methodologies clearly to both technical and non-technical audiences, including executives. •Excellent receptive listening skills and interpersonal skills with the ability to build and maintain strong relationships. •High emotional intelligence (EQ) with strong empathy, proactivity, and the ability to advocate effectively for clients and internal teams. •Proven ability to establish and maintain successful working relationships with leadership, colleagues, and clients. •Proactive problem-solving skills with the ability to anticipate customer needs. •Strong organizational skills with the ability to manage multiple accounts simultaneously. •Collaborative mindset with the ability to work effectively with internal teams to drive customer success. •Ability to quickly adapt and learn in a dynamic environment. •Demonstrated flexibility as a strong team player, capable of collaborating with virtual and global cross-functional teams.

Benefits

•100% employer-paid medical insurance •Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off •RSU stock grants •Professional development and training opportunities •Company virtual happy hours, free food, and fun team-building activities •Monthly cell phone stipend •Recharge, reenergize, and pursue personal and professional goals with a 30-day paid leave after 5 years •Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.