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Senior Support Account Manager

2 months ago

Oakland, California, United States Fivetran Full time
About the Role

Fivetran is seeking a highly skilled Senior Support Account Manager to join our team. As a key member of our customer success organization, you will be responsible for delivering exceptional support and service to our most important customers.

Key Responsibilities
  • Customer Advocacy: Act as the primary contact for all customer interactions, ensuring exceptional support and a positive experience while developing and maintaining strong, long-term relationships with customers.
  • Technical Expertise: Gain a deep understanding of each customer's unique needs, challenges, and data usage patterns, tailoring support and recommendations to meet their specific requirements.
  • Proactive Problem-Solving: Anticipate customer needs and proactively suggest solutions to enhance their experience, identifying and resolving potential issues before they impact the customer to ensure a smooth support process.
  • Internal Collaboration: Champion customer interests within the company, addressing their needs and concerns, and providing feedback to internal teams to drive improvements in products, services, and overall customer satisfaction.
  • Business Acumen: Help customers maximize the value of Fivetran products and services, collaborating to set and achieve goals and leveraging Fivetran solutions to support their business objectives.
  • Contract Renewals: Facilitate successful contract renewals by ensuring high levels of customer satisfaction, coordinating with Sales, Professional Services, Support, and Engineering to enhance the customer experience.
  • Account Management: Understand each customer's business, operational goals, and platform impact, managing tasks, deliverables, support cases, incidents, escalations, and reporting related to program deliverables.
  • Communication: Present Global Account Management principles at events, company meetings, and user conferences, and collaborate with team members to ensure consistent service delivery while planning for version control, upgrades, and changes.
  • Data-Driven Decision Making: Translate business goals into actionable operational and tactical objectives, keeping customers aligned with their strategic path, and build strong partnerships with customer leaders to address support-related issues and drive focus.
  • Process Improvement: Promote improvement through data-driven discussions and decision-making, leading review meetings focused on support data such as cases, incidents, platform performance, and operational aspects.
  • Results-Oriented: Use metrics to guide strategic decisions and achieve results, applying proactive and reactive support management practices effectively, providing recommendations aligned with the customer's roadmap and ongoing technical needs, and planning and addressing risks and challenges for changes spanning multiple services or technologies.
Requirements
  • Experience: 5+ years of hands-on experience in Support or Support Services, demonstrating a proven track record of delivering significant business value and improvement.
  • Technical Skills: 3+ years of experience with In-depth knowledge of cloud platforms (AWS, Azure, GCP) and data integration concepts.
  • Customer Relationship Management: 3+ years of experience managing enterprise customer relationships in roles like Support Account Manager (SAM), Technical Account Manager (TAM), or Escalation/Incident Management.
  • Business Acumen: Strong understanding of Service/Platform/Infrastructure (SaaS/PaaS/IaaS) architectures, including their application and management.
  • Communication Skills: 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.
  • Interpersonal Skills: Excellent receptive listening skills and interpersonal skills with the ability to build and maintain strong relationships.
  • Emotional Intelligence: High emotional intelligence (EQ) with strong empathy, proactivity, and the ability to advocate effectively for clients and internal teams.
  • Problem-Solving Skills: Proven ability to establish and maintain successful working relationships with leadership, colleagues, and clients.
  • Organizational Skills: Strong organizational skills with the ability to manage multiple accounts simultaneously.
  • Collaboration: Collaborative mindset with the ability to work effectively with internal teams to drive customer success.
  • Adaptability: Ability to quickly adapt and learn in a dynamic environment.
  • Team Player: Demonstrated flexibility as a strong team player, capable of collaborating with virtual and global cross-functional teams.