Customer Onboarding Manager at Fivetran

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

About the Role

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

We’re looking for a Customer Onboarding Manager (COM) to join our Professional Services team. The COM role is pivotal to our customer’s initial success, with a focus on guiding them through a structured onboarding programme in order to facilitate the successful initial implementation of Fivetran.

To achieve that goal you will work alongside Solution Architects as your technical counterpart and a wider Account Team focused on long-term success for Fivetran’s customers. Furthermore, you will support cross-functional interaction between the customer, Product and Engineering and will also be responsible for owning interactions with Fivetran’s Support and Escalation teams where necessary.

You will be joining a multi-talented team of peers with locations across Europe. We value team cohesion and run internal business reviews in person to foster collaboration and alignment, and to maintain the personal connections that make this team as strong as it is.

This is a full-time position based out of our Dublin office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.

Software You’ll Work With

CRMs: Salesforce, Catalyst
PSA Tool: Rocketlane
Issue Tracking: Jira
Support Ticketing: Zendesk
BI: Looker, Hex, Sigma

Technologies You’ll be Exposed To

Data Sources: Applications (Salesforce, Google Ads, etc), Databases (Oracle, SQL Server, Postgres, etc), Events (Kafka, Kinesis, etc), Files (S3, SFTP, etc.)
Data Targets: Data Lakes (Iceberg, Delta), Data Warehouses (Snowflake, Databricks, BigQuery, etc.)
Container Technologies: Podman, Docker, Kubernetes
Networking: SSH tunneling, VPNs, Privatelinks

What You’ll Do

Manage customer engagements, ensuring customer success by executing a prescribed onboarding programme for each new customer
Leverage implementation plans, shared onboarding management tooling (such as Rocketlane) and your ability to coordinate with relevant stakeholders to guide customers through the onboarding process in a successful and timely manner
Own the creation, tracking and updating of project documentation - such as Mutual Action Plans (MAPs) and onboarding project plans - to provide a clear roadmap for onboarding and ongoing customer engagement
Deliver best-practice workshops in partnership with technical resources
Identify blockers to implementation and, subsequently working with the customer and internal stakeholders to findfacilitate and execute solutions
Act as the primary point of contact alongside internal stakeholders (such as Solution Architects, Support Engineers and Escalation Managers) to facilitate the resolutionto-resolution of product issues that arise as a result of the Fivetran product
Ensure close, informative communication with the wider Account team such as Account Executives and Customer Success ManagersCSMs
Be diligent in documenting project progress through project plan updates, project notes and project reports to external stakeholders
Contribute to internal initiatives, such as the development of business processes to enhance the Fivetran stakeholder experience

Skills We’re Looking For

Strong project management skills and experience, including but not limited to:

Task management, including use of a PM tools for ownership, creation and updates of project tasks central to the success of onboarding
Management of both internal and external stakeholders,
Problem-solving for the purpose of project delivery

Experience of applying your project management skills in a technical environment, with a track record of using your technical knowledge to identify project blockers early and coordinate relevant stakeholders
Proven ability to take ownership and accountability for the success of customers and customer projects
Being self-sufficient, proactive and organised when working with customers and internal stakeholders alike
A high-performer who holds others to the same standards as themselves

Bonus Skills

Fluency in French
Project Management accreditation
Previous experience working for a SaaS vendor?
Previous experience with any of the following:

Fivetran
dbt, including any certificate accreditations
The major cloud vendors (AWS, Azure & GCP), including any solution architecture accreditations

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Perks and Benefits

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.

*May vary by country and worker type - please reach out to your recruiter for more information

Click here to learn more about Fivetran's Benefits by Region.

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.

Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.

To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.

We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.

Customer Onboarding Manager

About this role

Benefits

About Fivetran