Services Manager

Summary

Join Fivetran's Services department as a dynamic leader of a Solution Architect team. Lead a group of technical experts collaborating with customers for seamless onboarding, strategic guidance, and technical challenge resolution. Drive product adoption and growth, enhancing customer success and net revenue retention. This full-time, hybrid position in Oakland, CA, reports to the Director of Services, North America. The ideal candidate possesses a strong background in data engineering, cloud platforms, and customer-facing roles, along with proven leadership skills. You will play a critical role in driving team performance, fostering technical excellence, and ensuring exceptional customer experiences.

Requirements

• 7+ years of experience in Solution Architecture, Sales Engineering, Professional Services, Data Engineering, or similar customer-facing technical roles
• 2+ years of experience managing or mentoring technical teams
• Deep knowledge in Databases, Replication, Cloud Warehouses, and APIs
• Excellent communication and stakeholder management skills
• An insatiable curiosity about our customers, and a data-backed vision for how Fivetran can drive positive business outcomes for our customers
• Natural ability to lead and motivate Solution Architects through continuous growth and change; easily able to earn the trust and respect of the team
• Willingness and ability to address challenging escalations, drawing upon other groups’ and cross-functional team members where appropriate

Responsibilities

• Lead, mentor, and develop a team of Solution Architects, ensuring professional growth and alignment with company goals
• Collaborate cross-functionally with Sales, Marketing, Customer Support, Product, and Engineering teams to support customer success and drive adoption
• Work in lockstep with Account Executives, Customer Success Managers, Sales Engineers, and Customer Support Engineers to develop and enforce clear roles and responsibilities that deliver seamless and delightful customer experiences
• Ensure the Solution Architects deliver tailored solutions that address customer challenges, leveraging Fivetran’s products and industry best practices
• Stay up-to-date on the latest technologies and trends in data integration and management
• Measure and report on team performance, identifying opportunities for optimization and scaling success
• Adjust quickly to changing priorities and conditions, communicating complexity and change effectively with the team
• Inspire team members by communicating the big picture, and exhibit strategic thinking and visioning. Determine opportunities and threats through comprehensive analysis of current and future trends
• Build out reusable content & scalable operational approaches to scale the team efforts for maximum impact

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