Support Account Manager - Escalations & Account Support

Fivetran

Dublin, Ireland
**
Own support experience for assigned accounts
Coordinate ticket progress and customer communications
Translate technical investigation to customer updates
** Fivetran is seeking a Support Account Manager for their Dublin office to oversee customer support experiences and manage escalations effectively. The role requires strong communication skills and experience in customer support operations, with a focus on proactive account management and cross-functional collaboration. **

Job Summary

  • You will serve as a key operational owner of the customer support experience for your assigned accounts, ensuring cases move forward with urgency and customer expectations are well managed.
  • You will play an important role in both proactive account support and escalation execution, helping identify risk before it grows and restoring momentum when cases stall.
  • 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.

Matching Summary

Match Score: 75

** Fivetran is seeking a Support Account Manager for their Dublin office to oversee customer support experiences and manage escalations effectively. The role requires strong communication skills and experience in customer support operations, with a focus on proactive account management and cross-functional collaboration. **

Skills & Requirements

Must-have

  • Own support experience for assigned accounts
  • Coordinate ticket progress and customer communications
  • Translate technical investigation to customer updates
  • Manage escalated cases and engage resources
  • Collaborate with cross-functional teams
  • Track progress on escalations and action items

Nice-to-have

  • Proactive account support
  • Identify risk before it grows
  • Restore momentum when cases stall
  • Identify trends in escalations

Key Requirements

  • 4 years of experience in customer support operations, technical account coordination, customer success, or support program management
  • Strong written and verbal communication skills
  • Strong organizational skills and follow-through
  • Comfort working cross-functionally and navigating ambiguity

Work Rights

Not specified

Tailored Resume

Cover Letter