Head of Premier Technical Support

About this job

Hevo Data is a no-code data pipeline platform that helps companies consolidate data from multiple sources for faster analytics. Over 2,000 data teams in more than 45 countries use Hevo, which operates out of San Francisco and Bangalore. As the Head of Premier Support at Hevo Data in Pune, you will lead a growing team of Technical Account Managers and Premier Support Engineers. Your team owns the technical relationship, customer experience, adoption, and retention for top-tier accounts, acting as a named technical account management function that partners closely with Account Management. On a normal day, you will balance strategic operations with hands-on technical problem solving, leading high-severity escalations, analyzing pipeline error logs, reviewing team metrics, collaborating with Product and Engineering, and participating in customer business reviews to ensure top accounts stay healthy and growing.

Responsibilities

• Own the technical relationship with premier accounts end to end, including onboarding, adoption, stability, escalations, and renewal readiness.
• Deliver a white-glove experience through named coverage, proactive check-ins, regular business reviews, and single accountable points of contact.
• Partner with Account Managers on joint account plans, QBRs, renewal risk reviews, and expansion opportunities.
• Hire, coach, and develop a high-performing team of TAMs and Premier Support Engineers while designing the operational model.
• Act as the technical voice for premier customers by getting hands-on with pipeline failures, API integration issues, and schema changes.
• Be the voice of the customer to Product and Engineering to turn support and adoption trends into roadmap and reliability priorities.
• Drive growth and efficiency through AI, automation, and self-serve tooling to improve resolution speed and scale team impact.

Requirements

• 12 to 18 years overall experience with 5+ years leading Technical Account Management, Premier or Enterprise Support, Customer Success Engineering, or Support Engineering teams in B2B SaaS.
• Track record of owning relationships with enterprise customers, handling critical escalations, and turning at-risk accounts into advocates.
• Experience building and running a team on a clear operating rhythm of KPIs, SLAs, reviews, and data-driven metrics.
• Hands-on depth in B2B cloud technologies such as SaaS platforms, APIs, integrations, and cloud infrastructure like AWS, GCP, or Azure.
• Exposure to data systems including databases, warehouses, and ETL or ELT with the ability to read logs and debug failing API calls.
• High agency mindset with the ability to spot gaps, make decisions, ship improvements, and drive change across teams.

Who should apply

This role suits experienced leaders with a strong background in managing enterprise technical support and customer success teams within B2B SaaS companies. Candidates should possess a blend of customer management skills, operational diligence, technical depth in cloud technologies, and high agency. Freshers should not apply as this position specifically requires 12 to 18 years of overall experience with at least 5 years in a leadership capacity.

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