Customer Success Manager

7 days 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.
  • Customer Understanding: 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 Support: 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.
  • Value Realization: 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.
  • Business Acumen: 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.
  • Strategic Planning: 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.
  • Metrics-Driven Decision Making: 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.
  • Cloud Platforms: 3+ years of experience with In-depth knowledge of cloud platforms (AWS, Azure, GCP) and data integration concepts.
  • Enterprise Customer Relationships: 3+ years of experience managing enterprise customer relationships in roles like Support Account Manager (SAM), Technical Account Manager (TAM), or Escalation/Incident Management.
  • Service/Platform/Infrastructure Architectures: Strong understanding of Service/Platform/Infrastructure (SaaS/PaaS/IaaS) architectures, including their application and management.
  • Data Integration and Management Concepts: Knowledge of data integration and management concepts is a plus.
  • Communication and Interpersonal 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.
  • Emotional Intelligence: High emotional intelligence (EQ) with strong empathy, proactivity, and the ability to advocate effectively for clients and internal teams.
  • Problem-Solving and Adaptability: Proven ability to establish and maintain successful working relationships with leadership, colleagues, and clients, and to quickly adapt and learn in a dynamic environment.

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