Product Manager, Support Experience

| East Bay | Hybrid
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From our founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, your data just arrives in your warehouse, canonical and ready to query, no engineering or maintenance required. As we watch more and more companies leverage our technology to become truly data-driven, we’re proud not only of our growth but also of the fact that we’ve grown without compromising our core values.

 

Integrity.

We do the right thing, even when it's harder in the short run. We challenge the status quo by reasoning from first principles.

 

Initiative.

Fivetran belongs to all of us. We take ownership and are accountable for getting things done. Through curiosity, learning, and coaching, we grow as individuals and teams.

 

One team, one dream.

We share the pains and successes of our customers, partners and colleagues. We seek, gather, and trust a diverse group of teammates with different perspectives to guide Fivetran's progress.

 

If these values resonate with you, we’d love to hear from you.

About the role:

Fivetran is disrupting a $10B data integration market through an opinionated yet wildly successful product offering that is cloud native, reliable, and in the middle of the data explosion. We aim to make access to data as simple and reliable as electricity with a fully-managed service. Improving our support experience is critical to the success of our product; we need to delight customers by answering their questions quickly and efficiently as we scale at an epic rate.

The Product Manager of Support Experience will lead this critical initiative, taking on improving the user experience for customers looking for answers. As the Product Manager of Support Experience, you will drive forward initiatives to help our customers help themselves, help each-other, and if still needed, get support from our fantastic Customer Support Engineering team. This means you’ll own our Support Portal, the documentation user experience, and other related tooling to provide answers to customers quickly. Improving this experience is critical for our hyper growth company to scale effectively over the next several, critical years. You’ll be a product leader that collaborates closely with our customers, customer support, design and engineering to deliver powerful support experiences and tools. This is a position of key responsibility with high visibility across the organization for improving the core experience for customers at the most critical moments in their journey with Fivetran.

As a Fivetran Product Manager, you will:
  • Build and manage the support product roadmap; set quarterly goals and track deliverables and results
  • Prioritize major initiatives to improve the ease of use for all segments and personas in the Fivetran customer base when needing support or answers and enabling our CSEs and Tech Writers to be as efficient as possible.
  • Perform in-depth data analysis and user research to identify areas of opportunity for improvements
  • Collaborate closely with design, analytics, engineering, and business leads to drive successful changes
  • Evangelize the success of your initiatives both internally and externally
What you bring to the table:
  • Have a user-focused mindset supporting both external and internal users; deeply empathetic to customer needs
  • Track record of shipping data products that deliver measurable results
  • Technically conversant and able to collaborate easily with designers and engineers
  • Highly collaborative cross-functionally and within product organization
  • Strong attention to detail with a deep understanding of the big picture
  • Ability to balance multiple projects and deadlines
  • Embody our product team values of Curiosity, Ownership, Collaboration, Kindness, and Integrity.

Perks and Benefits:

  • 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
  • Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
  • Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off
  • 401k match program
  • Eligible donation match program
  • Monthly cell phone stipend
  • Work-from-home equipment reimbursement for your home office setup!
  • Professional development and training opportunities
  • Company virtual happy hours and fun team building activities
  • Pet Insurance -- and yes, you can bring your well-behaved fur babies to work
  • Commuter benefits to help with transit and parking costs

 

Shaped by the real-world needs of data analysts, Fivetran technology is the smartest, fastest way to replicate your applications, databases, events and files into a high-performance cloud warehouse. Fivetran connectors deploy in minutes, require zero maintenance, and automatically adjust to source changes — so your data team can stop worrying about engineering and focus on driving insights. 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • CanvaDesign
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • WebflowCMS
    • SalesforceCRM
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration

Location

Our Office is located in the City Center Complex in the heart of Downtown Oakland. The building sits right above a BART station - 12th St. Oakland City Center.

An Insider's view of Fivetran

How would you describe the company’s work-life balance?

Our employees are the talent that fuels Fivetran. We’re proud of the culture we’ve built to date, and, as a company that is always looking for ways to improve, and continue to be thoughtful and inclusive about this new way of working. This includes continually looking for ways to provide an equitable experience and opportunities for all employees.

Jiyoung

Senior Director, Employee Experience

How do you collaborate with other teams in the company?

"One thing that I have absolutely loved about working with the engineering team is they understand the customer just as deeply as I do. That really promotes innovation, because they can think through innovative ways to solve customers’ problems."

Meera

Lead Product Manager

What are some things you learned at the company?

"Fivetran is a true rocketship. I didn’t realize what an incredible company I was joining, so I feel lucky to be here every day. Everyone loves Fivetran whether they’re a customer or they’re an employee. We all strive toward a common goal of making Fivetran the best, and we’ve done a pretty amazing job at it."

Rachel Musiker

Regional Sales Manager, Commercial

What is your vision for the company?

"Because our mission is to make access to data as simple and reliable as electricity, we are in the business of moving data. As far as innovation, I would highlight two words: simple and reliable."

Helge

SVP, Engineering

What makes someone successful on your team?

"Curiosity and asking "why" are the most important traits that make a Product Manager successful at Fivetran. Our Product Managers deeply understand the data industry, our customer needs and the competitive environment in order to identify opportunities to drive growth and additional customer value. This is the fuel for the Fivetran rocket!"

Julie

Director of Product Operations

What are Fivetran Perks + Benefits

Fivetran Benefits Overview

100% paid Medical, Dental, Vision and Basic Life Insurance
25 days annual paid vacation, plus 13 paid holidays and generous sick time
Robust parental leave program
401k match program
RSU's - every employee is granted RSU's when they walk in the door
Home office setup reimbursement program for 100% remote employees
Pet Insurance
Commuter pre-tax benefits options to help with transit and parking costs
Professional development and training opportunities
Annual learning and continued education stipend
Unlimited coffee, office snacks, and frequent catered lunches
Company happy hours and fun team building activities
Monthly cell phone stipend
Referral bonuses

Culture
Volunteer in local community
Fivetran encourages every employee to volunteer by giving them 2 days off each year to dedicate to a volunteer opportunity! How cool is that?!
Partners with nonprofits
Fivetran partners with a number of nonprofits throughout the year via donation matching and other co-sponsored events.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Our executive sponsored Employee Resource Groups now encompass 7 unique groups with a global reach. ERG's are open to members and allies at Fivetran and foster community and belonging.
Hiring practices that promote diversity
Fivetran implemented the Rooney Rule to increase more diverse candidates at the on-site interviewing stage to promote a diverse candidate pool for consideration when making decisions on hiring.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
Disability insurance
Dental insurance
100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
Vision insurance
100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
Health insurance
100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
Life insurance
Pet insurance
Wellness programs
Fivetran host a Wellness Week every yea
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Customized development tracks
Paid industry certifications

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