Support Account Manager

Support Account Manager - Escalations & Account Support

Fivetran is building data pipelines to power the modern data stack for thousands...

Location

Ireland , Dublin

Salary:

Not provided

Fivetran

Expiration Date

Until further notice

Requirements

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

Job Responsibility

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

What we offer

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 in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents

Fulltime

Account Support Manager with French

Within the family there is a range of technical and managerial customer on-site ...

Location

Bulgaria , Sofia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in related fields desired
Fluency in English and French language
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
Broad knowledge of corporate organization, job, and policies
Comprehensive business, technical or functional knowledge at an expert level
Communicate tactfully with diplomacy up to senior management levels within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative)
Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation

Job Responsibility

Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high- risk
Integrate technical knowledge and business understanding to create solutions for customers
Resolve single- and cross- technology incidents independently
Work with team members to resolve unusually complex or cross- technology incidents
Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
Apply company solutions to meet highly complex customer needs
Identify additional services that could lead to future service revenue growth
Provide technical consulting during contract renewal discussions
Build and maintain strong relationship up to senior management level in assigned accounts
Design and deliver support solutions using specific industry knowledge and expertise

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fivetran is seeking a customer-focused Support Account Manager (IC3) to join our...

Location

United States , Oakland

Salary:

115375.00 - 138455.50 USD / Year

Fivetran

Expiration Date

Until further notice

Requirements

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
Strong organizational skills and follow-through
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
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

Job Responsibility

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
Maintain accurate case hygiene
Monitor customer sentiment and satisfaction signals and flag risks early
Assist in prioritizing and triaging escalated cases based on severity, impact, and urgency
Serve as a customer-facing coordinator for critical or complex cases
Collaborate with cross-functional teams to unblock progress and drive toward resolution
Track progress on escalations and ensure action items are clear, owned, and timeboxed
Identify trends in escalations and contribute recommendations for improvements

What we offer

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

Fulltime

Support Account Manager

You will transform and guide the day to day working relationship with Bentley’s ...

Location

Mexico , Mexico DF

Salary:

Not provided

Bentley Systems

Expiration Date

Until further notice

Requirements

Proven ability to work closely with customers and develop excellent working relationships
A minimum of 4-years’ experience as Technical Account Manager, Support Account Manager or Support Engineer/Analyst is required
Experience working in the software industry required
Fluent English language skills required
Great communication skills, the ability to work well with others and to achieve mutually beneficial outcomes
Strong organization skills and attention to detail, along with the ability to use own initiative to identify and progress issues for your assigned accounts
Knowledge of customer support processes and tools
Creative thinking, problem-solving and desire to find the best outcomes for challenging situations
Highly motivated, with a strong sense of achievement contribute supportively to a dynamic team environment

Job Responsibility

Acting as a first point of elevation and escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay
Monitoring open cases and escalating to Support teams to ensure SLAs and SLOs are met and exceeded
Managing regular Service Request and operational reviews with your assigned customers
Reviewing trends to identify opportunities for learning or improvement, leading to enhanced product use
Involving the right technical resources to ensure improved time to value in the use of Bentley products
Ensuring ongoing visibility within Bentley of your customer’s direction and needs
Escalating important issues with the relevant Support, Product Management or Development teams to ensure timely responses and resolution of high priority issues
Contribute to Quarterly Business Review (QBR) meetings with accounts, reporting upon the progress of support issues, trends and concerns
Playing an active part in a dedicated team advancing the understanding and usage of Bentley’s solution set
Working with Support and other teams to identify gaps in the support process that might impede and effective progress for accounts and work with managers to help close those gaps

What we offer

A great Team and culture
An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction
Competitive Salary and benefits
The opportunity to work within a global and diversely international team
A supportive and collaborative environment
Colleague Recognition Awards

Fulltime

Account Support Manager - Cantonese

Applies advanced subject matter knowledge to solve complex business issues and i...

Location

China , Dalian

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8years working experience in related fields desired
In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications
Some in-depth knowledge of corporate organization and policies
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge
Anticipate Customer needs, develop proposed solutions, and build consensus
Provide Mission Critical customer recommendations to improve processes
Experienced knowledge of change management process and tools in complex environment
Advanced skills in project management, communication, analysis, and presentation
Expertise in area of focus and knowledgeable of future technology directions

Job Responsibility

Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups
Integrate technical knowledge and business understanding to create solutions for customer
Mentor/consult with team members, other organizations, customers, and vendors on complex issues
Act as a consultant in service delivery business, technology, industry or specific application
Resolve technical and some business incidents independently
Mentor/assist less-experienced team members on complex incidents
Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends
Review support plan for business indicators and map to company service solutions
Develop and grow assigned customer account relationships with complex and strategic accounts
Act as trusted advisor in the consultant role for customer and company sales teams

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Account Support Manager

This role has been designed as ‘Onsite’ with an expectation that you will primar...

Location

China , Shenzhen

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 6-8 years working experience in related fields desired
In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications
Some in-depth knowledge of corporate organization and policies
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge
Anticipate Customer needs, develop proposed solutions, and build consensus
Provide Mission Critical customer recommendations to improve processes
Experienced knowledge of change management process and tools in complex environment
Advanced skills in project management, communication, analysis, and presentation
Expertise in area of focus and knowledgeable of future technology directions

Job Responsibility

Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups
Integrate technical knowledge and business understanding to create solutions for customer
Mentor/consult with team members, other organizations, customers, and vendors on complex issues
Act as a consultant in service delivery business, technology, industry or specific application
Resolve technical and some business incidents independently
Mentor/assist less-experienced team members on complex incidents
Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends
Review support plan for business indicators and map to company service solutions
Develop and grow assigned customer account relationships with complex and strategic accounts
Act as trusted advisor in the consultant role for customer and company sales teams

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Account Support Manager

This role has been designed as ‘Onsite’ with an expectation that you will primar...

Location

China , Shanghai

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 5-7 years working experience in related fields desired
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
Broad knowledge of corporate organization, job, and policies
Comprehensive business, technical or functional knowledge at an expert level
Communicate tactfully with diplomacy up to senior management levels within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative)
Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation
Provide suggestions for operational efficiencies

Job Responsibility

Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk
Integrate technical knowledge and business understanding to create solutions for customers
Resolve single- and cross- technology incidents independently
Work with team members to resolve unusually complex or cross- technology incidents
Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
Apply company solutions to meet highly complex customer needs
Identify additional services that could lead to future service revenue growth
Provide technical consulting during contract renewal discussions
Build and maintain strong relationship up to senior management level in assigned accounts
Design and deliver support solutions using specific industry knowledge and expertise

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Account Support Manager

This role has been designed as ‘Onsite’ with an expectation that you will primar...

Location

China , Beijing

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 5-7 years working experience in related fields desired
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
Broad knowledge of corporate organization, job, and policies
Comprehensive business, technical or functional knowledge at an expert level
Communicate tactfully with diplomacy up to senior management levels within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative)
Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation
Provide suggestions for operational efficiencies

Job Responsibility

Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk
Integrate technical knowledge and business understanding to create solutions for customers
Resolve single- and cross- technology incidents independently
Work with team members to resolve unusually complex or cross- technology incidents
Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
Apply company solutions to meet highly complex customer needs
Identify additional services that could lead to future service revenue growth
Provide technical consulting during contract renewal discussions
Build and maintain strong relationship up to senior management level in assigned accounts
Design and deliver support solutions using specific industry knowledge and expertise

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

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Support Account Manager - Escalations & Account Support

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