Support Account Manager, Fivetran

• 2 - 4 years of experience in customer support operations, technical account coordination, customer success, or support program management (or equivalent)
• Strong written and verbal communication: ability to deliver crisp updates to customers and internal stakeholders, including executives when needed
• Strong organizational skills and follow-through; able to manage multiple accounts/issues simultaneously
• Comfort working cross-functionally and navigating ambiguity to drive next steps
• Technical aptitude and ability to learn complex systems quickly (SaaS, cloud, data integration preferred)
• Solid judgment: knows when to escalate, how to set expectations, and how to balance urgency with accuracy
• Flexibility to support occasional after-hours needs, including participation in a weekend/on-call rotation for Premium customers and high-severity incidents
• Calm under pressure, customer-empathetic, and team-oriented
• Comfortable using AI-powered tools responsibly

Desirable

• Fivetran is seeking a customer-focused Support Account Manager (IC3) to join our Support organization
• In this role, you will own the day-to-day support experience for a portfolio of customers by driving case momentum, coordinating internal stakeholders, and ensuring customers receive clear, timely, and accurate communication throughout the lifecycle of their issues
• You will also help lead structured escalation workflows for high-risk or high-visibility situations by assessing business impact, aligning the right resources, maintaining accountability for next steps, and keeping customers confident that progress is being made
• This role is critical to delivering a consistent Premium support experience, preventing issues from stalling, reducing escalation risk, and strengthening operational rigor across support engagements
• It requires strong judgment, customer empathy, cross-functional coordination, and the ability to remain calm and organized under pressure
• This role may participate in a weekend/on-call rotation, and Premium customers may require support outside standard business hours, so flexibility is important
• Fivetran is modernizing data movement for thousands of companies through automated, reliable pipelines
• As a Support Account Manager (IC3), you will serve as a key operational owner of the customer support experience for your assigned accounts
• You will ensure cases move forward with urgency, customer expectations are well managed, and internal teams remain aligned on priorities, owners, blockers, and next steps
• You will play an important role in both proactive account support and escalation execution; helping identify risk before it grows, restoring momentum when cases stall, and coordinating complex or business-critical issues with discipline and clarity
• Success in this role requires strong communication, thoughtful prioritization, and the ability to translate technical investigation into business-relevant updates for customers and internal stakeholders
• Technologies You'll Use:
• Zendesk
• SupportLogic
• Jira
• Looker (basic reporting/metrics)
• Backstage
• AI-enabled tools and automation
• Account support & case coordination
• Own the support experience for a portfolio of accounts by coordinating ticket progress, follow-ups, and customer communications
• Track and manage follow-up SLAs / status update cadence, ensuring customers receive timely updates, next steps, and realistic ETAs
• Partner with Support Engineers to convert technical investigation into clear customer-facing updates (status, what's been tried, what's next, when we'll update next)
• Maintain accurate case hygiene (severity, business impact, owner, next update due, blockers, links to Jira work)
• Monitor customer sentiment and satisfaction signals and flag risks early (stalled investigations, repeat issues, frequent reopenings)
• Escalation support & stakeholder management (IC3-scoped)
• Assist in prioritizing and triaging escalated cases based on severity, impact, and urgency; ensure the right resources are engaged
• Serve as a customer-facing coordinator for critical or complex cases, ensuring communication is timely and consistent
• Collaborate with cross-functional teams (Engineering, Product, Customer Success) to unblock progress and drive toward resolution within established timelines
• Track progress on escalations and ensure action items are clear, owned, and timeboxed; escalate to Support leadership when SLAs are at risk
• Identify trends in escalations (recurring failure modes, process gaps) and contribute recommendations for improvements (templates, checklists, routing rules)
• Support post-incident follow-ups by documenting key learnings, ensuring customer confirmation, and helping drive completion of follow-up actions
• Coverage / flexibility
• Participate in a weekend rotation (as needed) to support Premium customers and critical issues, ensuring timely communication and coordination during off-hours