Senior Support Account Manager

4 days ago

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Fivetran

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Fivetran is a company that focuses on simplifying the process of data integration by providing automated data connectors that sync data from different sources into data warehouses, enabling seamless analytics and insights. Using a streamlined, fully-managed approach, Fivetran helps businesses consolidate their data infrastructure to ensure consistent data availability and reliability.

Data Integration • ETL • data pipelines • ELT

1001 - 5000 employees

Founded 2012

💰 $565M Series D on 2021-09

📋 Description

• As a Support Account Manager (SAM), serve as the primary liaison for customers, forging and sustaining strong relationships. • Gain an in-depth understanding of each customer’s needs and data usage patterns, proactively identifying and resolving potential issues. • Advocate for customer needs within the organization and ensure high satisfaction levels lead to successful contract renewals. • Combine business insight with technical expertise to navigate complex customer environments. • Utilize data, metrics, and feedback to drive operational, tactical, and strategic decisions. • Ensure top-notch professional interactions with stakeholders. • Facilitate successful contract renewals by ensuring high levels of customer satisfaction, coordinating with various teams to enhance the customer experience. • Be prepared to work beyond standard hours, including evenings and occasionally weekends, to address customer needs and resolve critical issues.

🎯 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 • 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.