Senior Support Account Manager
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Job Description
Senior Support Account Manager at Fivetran providing white-glove support to Premium customers. Ensuring maximum value from the service with strong technical understanding and relationship management.
Responsibilities:
- Serve as the primary support liaison for Premium customers, building strong, long-term relationships.
- Develop a deep understanding of each customer’s environment, challenges, and data usage patterns.
- Anticipate customer needs and proactively recommend solutions, improvements, or best practices.
- Advocate for customer interests within Support, Product, Engineering, and Customer Success.
- Deliver a high-touch, white-glove experience, ensuring SLA adherence, rapid follow-ups, and consistent communication.
- Oversee all support engagements, including case management, escalations, incidents, and proactive reviews.
- Ensure support insights flow into product/engineering roadmaps and prioritization discussions.
- Lead customer operational and health reviews, using data to guide discussions on performance, incidents, and platform usage.
- Translate business goals into tactical plans, ensuring alignment with the customer’s strategic direction.
- Identify systemic issues and drive continuous improvement across Support processes and customer experience.
- Manage deliverables, reporting, and communication during upgrades, migrations, or environment changes.
- Partner with Sales to support renewal readiness through strong relationship management and customer satisfaction.
- Mentor junior SAMs or support team members on best practices and handling complex customer scenarios.
- Present Support or Global Account Management insights at internal or external events as needed.
- Manage your time effectively across multiple demanding accounts.
- Be willing to work outside standard business hours (evenings/weekends) during critical issues or escalations.
- Adapt quickly in a dynamic environment to meet evolving customer and business needs.
Requirements:
- 5+ years in Support Account Management, Technical Account Management, Enterprise Support, Escalation Management, or a similar senior-level role.
- Strong technical expertise in SaaS, cloud platforms (AWS, GCP, Azure), data integration, or infrastructure environments.
- Exceptional communication and presentation skills, including executive-level communication.
- High emotional intelligence (EQ), empathy, and relationship-building capability.
- Proven ability to navigate complex customer environments and manage high-severity issues.
- Strong analytical and data-driven decision-making skills.
- Demonstrated ability to influence cross-functional teams and drive customer-impactful improvements.
- Excellent organizational skills with the ability to manage multiple priorities.
- Ability to adapt quickly, stay calm under pressure, and take ownership of outcomes
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.
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