Customer Onboarding Manager

Position Title:

Customer Onboarding Manager

From Fivetran 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.

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 customers’ 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.

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

• 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, Big Query, etc.)
• Container Technologies:
  Podman, Docker, Kubernetes
• Networking: SSH tunneling, VPNs, Privatelinks

• 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 find, facilitate 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 resolution‑to‑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 Managers (CSMs)
• 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

• Strong project management skills and experience, including but not limited to:
  • Task management, including use of a PM tool 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…