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Sales / Business
Senior Support Account Manager
@Fivetran
[Hiring] Senior Support Account Manager @Fivetran
Mar 27, 2025 - Fivetran is hiring a remote Senior Support Account Manager. 💸 Salary: unspecified. 📍Location: India, APAC.
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Role Description
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. Your role is essential in advocating for customer needs within our organization and ensuring that high satisfaction levels lead to successful contract renewals.
This is a full-time position based out of India working US EST shift (5.00 P.m to 2.00 a.m IST and occasionally 24X7).
What You’ll Do
- 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.
- 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.
- Facilitate successful contract renewals by ensuring high levels of customer satisfaction.
- 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.
- Translate business goals into actionable operational and tactical objectives.
- Promote improvement through data-driven discussions and decision-making.
- Use metrics to guide strategic decisions and achieve results.
- 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.
Qualifications
- 8+ years of hands-on experience in Support or Support Services.
- 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.
- Exceptional verbal and written communication skills.
- Excellent receptive listening skills and interpersonal skills.
- High emotional intelligence (EQ) with strong empathy and proactivity.
- Proven ability to establish and maintain successful working relationships.
- 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.
- Ability to quickly adapt and learn in a dynamic environment.
- Demonstrated flexibility as a strong team player.
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.
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| 📍 | Be aware of the location restriction for this remote position: India, APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Sales / Business
Sales / Business
|
Salary
💸
unspecified
|
Remote
Location
India, APAC
|
|
Job Type
full-time
|
Posted
Mar 27, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: India, APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
