Head of Premier Technical Support

About the role

When a pipeline breaks, their dashboards, reports, and downstream systems break with it. For our top accounts, every interaction with Hevo should feel white-glove: proactive, personal, and technically credible. Premier Support at Hevo is not a ticket queue. It is a named, technical account management function that partners closely with our Account Management team to drive adoption, deepen usage, and protect renewals across our most valuable customers.

What you'll do

• Customer Management and Communication
• Own the technical relationship with premier accounts end to end: onboarding, adoption, stability, escalations, and renewal readiness
• Deliver a white-glove experience for top customers: named coverage, proactive check-ins, regular business reviews
• Partner with Account Managers on joint account plans, QBRs, renewal risk reviews, and expansion opportunities, always leading with adoption and retention
• Drive adoption: make sure customers are getting value from the pipelines, sources, and features they bought, and catch usage drops before they become churn risks

What you need

• 12–18 yrs of experience
• ETL
• Networking
• REST APIs
• Data warehousing
• Any graduate

Good to have

• AWS
• GCP
• Azure
• Customer success
• dbt
• Snowflake