Lead Support Account Manager

11 hours ago

🏖️ New Jersey – Remote

Although this job is listed in New Jersey, this company may be open to hiring remote in other states.

💵 $148k - $185k / year

⏰ Full Time

🟠 Senior

💰 Account Manager

🦅 H1B Visa Sponsor

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Fivetran

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Data Integration • Technology • Cloud Computing

Fivetran is a company that focuses on simplifying the process of data integration by providing automated data connectors that sync data from different sources into data warehouses, enabling seamless analytics and insights. Using a streamlined, fully-managed approach, Fivetran helps businesses consolidate their data infrastructure to ensure consistent data availability and reliability.

1001 - 5000 employees

Founded 2012

💰 $565M Series D on 2021-09

📋 Description

• 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.

🎯 Requirements

• 7+ 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. • 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.