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Full-Time

Director – Premium Support Services

Posted on 6/18/2024

Fivetran

Fivetran

1,001-5,000 employees

Automated data movement with pre-built connectors

Data & Analytics

Compensation Overview

$162.9k - $203.6kAnnually

+ Stock Grants

Senior, Expert

Denver, CO, USA

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Management
Requirements
  • Minimum of 8 years of experience in customer support or service roles, including at least 5 years in a leadership position managing premium support services for high-value customers.
  • Experience in scaling and managing teams, with a focus on launching hyper-growth teams dedicated to customer satisfaction.
  • Proven track record in strategic collaboration and execution, working closely with heads of departments, regional leaders, and executive leadership teams to drive change and achieve strategic goals.
Responsibilities
  • Strategic Leadership: Develop and implement a comprehensive strategy for premium support services that aligns with company goals, enhances customer satisfaction, and drives support service renewal rates.
  • Customer Relationship Management: Build a team that serve as the primary liaison for premium support customers, ensuring their needs are met or exceeded, fostering strong relationships, and facilitating contract renewals.
  • Team Management: Lead, mentor, and manage a team of escalation managers and support account managers, promoting a culture of excellence, accountability, and continuous improvement. Combining a player-coach mentality with team is critically important as this team grows.
  • Operational Excellence: Oversee the operational aspects of the premium support function, including workflow optimization, resource allocation, and technology deployment to enhance service quality.
  • Performance Metrics: Define and monitor key performance indicators for premium support services, including customer satisfaction scores, renewal rates, and response times, taking action to address areas of improvement.
  • Risk Management: Identify potential risks to customer satisfaction and service renewals, developing and implementing mitigation strategies to prevent customer churn.
  • Innovation: Stay abreast of industry trends and innovations in customer support, integrating new technologies and practices to maintain a competitive edge.

Fivetran specializes in providing an automated data movement platform, which is distinguished by its robust offering of over 300 pre-built source connectors and capabilities for real-time database replication. This focus on secure and efficient data extraction, loading, and transformation makes it an integral player in data management solutions. Employees benefit from working in an environment that is at the forefront of enhancing data connectivity and operational efficiencies for leading global brands, which positions them well for continuous learning and career advancement in a vital industry sector.

Company Stage

Series D

Total Funding

$889.3M

Headquarters

Oakland, California

Founded

2012

Growth & Insights
Headcount

6 month growth

5%

1 year growth

8%

2 year growth

9%