Senior Support Account Manager

<div class="content-intro"><p>From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.</p></div><div>&nbsp;</div>
<div><strong><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">About the Role</span></strong></div>
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<div><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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. You will 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.</span></div>
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<div><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">In this Senior Support Account Manager role, you 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. Your attention to detail, planning skills, and execution capabilities are critical in providing exceptional service and support to our most important customers, helping them achieve their business goals.</span></div>
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<div><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">This is a hybrid, full-time position based out of the Oakland, US office.</span></div>
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<div><strong><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">What You'll Do</span></strong></div>
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<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Gain a deep understanding of each customer’s unique needs, challenges, and data usage patterns, tailoring support and recommendations to meet their specific requirements.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Facilitate successful contract renewals by ensuring high levels of customer satisfaction, coordinating with Sales, Professional Services, Support, and Engineering to enhance the customer experience.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Understand each customer’s business, operational goals, and platform impact, managing tasks, deliverables, support cases, incidents, escalations, and reporting related to program deliverables.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Manage your own schedule and ensure the quality completion of multiple tasks amidst changing constraints.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Be prepared to work beyond standard hours, including evenings and occasionally weekends, to address customer needs and resolve critical issues.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Demonstrate flexibility in adjusting your work schedule to meet customer requirements and business demands.</span></li>
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<div><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>Skills We're Looking For</strong></span></div>
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<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">5+ years of hands-on experience in Support or Support Services, demonstrating a proven track record of delivering significant business value and improvement.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">3+ years of experience with In-depth knowledge of cloud platforms (AWS, Azure, GCP) and data integration concepts.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">3+ years of experience managing enterprise customer relationships in roles like Support Account Manager (SAM), Technical Account Manager (TAM). or&nbsp; Escalation/Incident Management,</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Strong understanding of Service/Platform/Infrastructure (SaaS/PaaS/IaaS) architectures, including their application and management.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Knowledge of data integration and management concepts is a plus.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Excellent receptive listening skills and interpersonal skills with the ability to build and maintain strong relationships.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">High emotional intelligence (EQ) with strong empathy, proactivity, and the ability to advocate effectively for clients and internal teams.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Proven ability to establish and maintain successful working relationships with leadership, colleagues, and clients.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Proactive problem-solving skills with the ability to anticipate customer needs.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Strong organizational skills with the ability to manage multiple accounts simultaneously.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Collaborative mindset with the ability to work effectively with internal teams to drive customer success.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Ability to quickly adapt and learn in a dynamic environment.</span></li>
<li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Demonstrated flexibility as a strong team player, capable of collaborating with virtual and global cross-functional teams.</span></li>
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<p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">#LI-HYBRID #LI-MD1</span></p>
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<div>&nbsp;</div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-weight: 400;">The pay range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the target position and level. Our pay ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The pay range is subject to change and may be modified in the future. Your recruiter can share more about the specific pay range for your location during the hiring process.</span></p>
<p><strong><br>This range represents base salary only and does not include incentive for sales roles, equity, or&nbsp; benefits, if applicable.&nbsp;<br><br><br></strong></p></div><div class="title">Pay Range</div><div class="pay-range"><span>$124,586</span><span class="divider">&mdash;</span><span>$155,733 USD</span></div></div></div><div class="content-conclusion"><p>&nbsp;</p>
<p class="p-rich_text_section" style="line-height: 1.3;"><strong data-stringify-type="bold">Perks and Benefits</strong></p>
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<li>100% employer-paid medical insurance<strong>*</strong></li>
<li>Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off</li>
<li>RSU stock grants*</li>
<li>Professional development and training opportunities</li>
<li>Company virtual happy hours, free food, and fun team-building activities</li>
<li>Monthly cell phone stipend</li>
<li>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.</li>
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<p style="line-height: 1.3;"><em><strong>*</strong>May vary by country and worker type - please reach out to your recruiter for more information</em></p>
<p style="line-height: 1.3;"><em>Click <a href="https://drive.google.com/drive/folders/1CdawUwjo1Q1B7ghZJ_owdmmHB8VtqhBu?usp=sharing" target="_blank">here</a> to learn more about Fivetran's Benefits by Region.</em></p>
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<p style="line-height: 1.3;">We’re honored to be <a class="c-link" href="https://fivetran.com/blog/hvr-acquisition-series-d" target="_blank" data-stringify-link="https://fivetran.com/blog/hvr-acquisition-series-d" data-sk="tooltip_parent">valued at over $5.6 billion</a>, but more importantly, we’re proud of our&nbsp;<a class="c-link" href="https://fivetran.com/culture" target="_blank" data-stringify-link="https://fivetran.com/culture" data-sk="tooltip_parent">core values of Get Stuck In, Do the Right Thing, and One Team, One Dream</a>. Read about us in&nbsp;<a class="c-link" href="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" target="_blank" data-stringify-link="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" data-sk="tooltip_parent">Forbes</a>.&nbsp; &nbsp; &nbsp;</p>
<p style="line-height: 1.3;">Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion &amp; belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.</p>
<p style="line-height: 1.3;">To learn more about Fivetran’s culture and what it’s like to be part of the team, <a href="https://www.youtube.com/watch?v=xlhtp4dGh8o" target="_blank">click here</a> and enjoy our video.</p>
<p style="line-height: 1.3;">To learn more about our candidate privacy policy, you can <a href="https://fivetran.com/candidate-privacy" target="_blank">read our statement here</a>.</p>
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<p style="line-height: 1.3;"><em>We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this <a href="https://forms.gle/V7k3t4u9j523XkEt6">form</a>. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.</em></p></div>