Product Success Manager

4 weeks ago

Dublin, Ireland Fivetran, Inc. Full time

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

At Fivetran, we want to enable our customers to make data-backed decisions company-wide by delivering ready-to-query data quickly and reliably into their cloud data warehouses. We work with companies from around the world to help them better understand their customers and products and develop a truly data-driven culture.

To support our growth, our Product Success Managers (PSM) will work closely with potential customers who are evaluating Fivetran through our self-service offering. Product Success Managers will help answer questions, be available via live chat, engage with prospects who need additional assistance, and act as the liaison between our self-service motion and our sales-assisted motion.

The key components of success for this role will be to help make our potential customers during their self-service journey, provide real-time feedback to our product team, and collaborate with the revenue team when additional support is needed.

This is a full-time, hybrid position based out of our Dublin, Ireland office.

What You'll Do

  1. Manage in-app live chat communication between prospects during their self-service evaluation
  2. Answer questions for prospects that need additional support
  3. Actively engage with prospects at important points during their buying journey
  4. Conduct Discovery Calls to determine if a sales-assisted motion is necessary
  5. Provide daily and weekly feedback to the product team to help optimize our self-service motion
  6. Manage Product Qualified Leads with day-to-day follow up, emails, and phone calls
  7. Create commercial agreements to help facilitate annual contracts
  8. Manage customer escalations internally and externally when appropriate

Skills We're Looking For

  1. 1-2 years of sales or customer success experience
  2. Experience conducting discovery calls to help qualify a potential prospect
  3. Ability to manage multiple tasks, calls, emails, through a methodical process
  4. Collaborative skills to interface with customers externally and also key teams internally (product, sales, support, revenue operations)
  5. Contracting and negotiation experience
  6. Experience with Salesforce
  7. Being customer-centric - building relationships, understanding customer pain points and how we deliver business outcomes/value.
  8. The right balance of self-confidence and humility to lead as an individual contributor

Perks and Benefits

  1. 100% employer-paid medical insurance*
  2. Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
  3. Professional development and training opportunities
  4. Company virtual happy hours, free food, and fun team-building activities
  5. Monthly cell phone stipend
  6. 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

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.

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. 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.

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