Support Account Manager

Summary

Join Fivetran as a Support Account Manager (SAM) and become the primary point of contact for our customers, building strong relationships to ensure their success. You will deeply understand customer needs and data usage, proactively resolving issues and advocating for them within the organization. This role requires combining business insight with technical expertise to navigate complex customer environments and ensure high customer satisfaction leading to successful contract renewals. You will use data and metrics to drive decisions and collaborate with various teams. This full-time position is based in India, working the EST shift (5:00 PM to 2:00 AM IST). You'll leverage technologies like Zendesk, SupportLogic, Height, Jira, Looker, and BackStage.

Requirements

• 5+ years of hands-on experience in Support or Support Services, demonstrating a proven track record of delivering significant business value and improvement
• 3+ years of experience with In-depth knowledge of cloud platforms (AWS, Azure, GCP) and data integration concepts
• 3+ years of experience managing enterprise customer relationships in roles like Support Account Manager (SAM), Technical Account Manager (TAM) or Escalation/Incident Management
• Strong understanding of Service/Platform/Infrastructure (SaaS/PaaS/IaaS) architectures, including their application and management
• 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
• Excellent receptive listening skills and interpersonal skills with the ability to build and maintain strong relationships
• High emotional intelligence (EQ) with strong empathy, proactivity, and the ability to advocate effectively for clients and internal teams
• Proven ability to establish and maintain successful working relationships with leadership, colleagues, and clients
• Proactive problem-solving skills with the ability to anticipate customer needs
• Strong organizational skills with the ability to manage multiple accounts simultaneously
• Collaborative mindset with the ability to work effectively with internal teams to drive customer success
• Ability to quickly adapt and learn in a dynamic environment
• Demonstrated flexibility as a strong team player, capable of collaborating with virtual and global cross-functional teams

Responsibilities

• 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
• Gain a deep understanding of each customer’s unique needs, challenges, and data usage patterns, tailoring support and recommendations to meet their specific requirements
• 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
• 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
• 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
• Facilitate successful contract renewals by ensuring high levels of customer satisfaction, coordinating with Sales, Professional Services, Support, and Engineering to enhance the customer experience
• Understand each customer’s business, operational goals, and platform impact, managing tasks, deliverables, support cases, incidents, escalations, and reporting related to program deliverables
• 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
• 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
• 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
• 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
• Manage your own schedule and ensure the quality completion of multiple tasks amidst changing constraints
• Be prepared to work beyond standard hours, including evenings and occasionally weekends, to address customer needs and resolve critical issues
• Demonstrate flexibility in adjusting your work schedule to meet customer requirements and business demands

Preferred Qualifications

• Experience with customer support software, ticketing systems, and CRM tools including Zendesk, Supportogic, Jira and Height
• 1Team1Dream mentality

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