Support Account Manager, Fivetran

• 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
• 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

• We’re looking for a 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
• 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)
• 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
• Participate in a weekend rotation (as needed) to support Premium customers and critical issues, ensuring timely communication and coordination during off-hours