Senior Manager, Priority Support

Our purpose is to help our customers achieve their business goals by providing outstanding, personalized service and support, which is the primary charter of our organization. We focus on interactions with our customers, knowing and understanding their operational, tactical, and strategic needs and goals, and provide technical expertise and assistance as we continue to expand our services.  As a leadership position in our organization, the Senior Manager, Priority Support is responsible for managing teams of individuals that have direct contact with our customers and create high levels of impact and successful business outcomes. 

The Senior Manager works at an individual, team, and organizational level to align operational, tactical, and strategic tasks and objectives with the overall Support strategy. Working with Support, Sales, Services, and multiple other internal teams, the Senior Manager role requires high levels of interaction, collaboration, and a partnership mindset to accomplish our overall goals.  As we place a high level of importance on the individual, the Senior Manager must also be able to communicate and interact on a personal level as well.

This role reports to the Senior Director, Global Support Account Management, and is responsible for the management and growth of our organization, the health and growth of our financial plans and pipeline(s), representing the organization on a global basis through internal and external meetings, and presenting our programs and services internally and externally.

AS A SENIOR MANAGER, PRIORITY SUPPORT, YOU WILL:

• Be responsible for the people management aspects of the organization, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in candidate screening, interviews, and hiring decisions, including compensation analysis.
• Utilize multiple data points and feedback loops to provide each team member with opportunities for growth and improvement, creating a culture based on teamwork, collaboration, and customer focus.
• Assist the SAMs in building credibility through action and responsiveness, resulting in the customer depending on the SAMs as their advocate and trusted advisor.
• Work with our Priority Insight Engineers to provide support for the customers that are a part of the portfolio of Priority Support.
• Work with our Operations Manager(s) on driving service consistency and operational efficiency for paid support programs.
• Participate in and provide oversight for deliverable management as it relates to Customers' needs, requirements, and schedules.
• Develop a thorough understanding of the accounts managed by the Support Account Managers on your direct team.
• Assist the teams in driving towards faster resolutions with Support and Engineering, being conscious of the internal and external factors that may affect the outcome.
• Conduct weekly account reviews with the SAMs for specific accounts in order to determine if alternate action should be taken to improve the overall status of the account.
• Attend customer meetings, as needed, to provide coaching and constructive feedback to the team members.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Assist the SAMs in critical operations, such as Escalations, Major Incidents, and Release Management, as needed or requested.
• Strategize on the growth and expansion opportunities by assisting in the direct management of the current accounts and accounts within the Sales pipeline(s).
• Partner with Sales leadership to help them achieve sales goals and consumption targets while ensuring forward progress and stability for our customers.
• Manage special projects as assigned by management to meet customer and cross-functional team needs.
• Provide guidance on revenue opportunities and growth with other teams to positively impact our overall financial outcome.
• Seek out opportunities to identify and create continual improvement in the organization and the ability to continue operating at scale.

OUR IDEAL SENIOR MANAGER, PRIORITY SUPPORT, WILL HAVE:

• BA/BS in a business-related field and/or equivalent years working in the software industry and/or cloud platform industry (8+ years).
• 6+ years of direct Support and/or Support Services related experience.
• 4+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
• 6+ years of experience managing customer relationships in Technical Support, Business Operations, or other Support Delivery based organizations.
• Experience managing enterprise support (Programs, Escalations, Incidents, etc.) in a large and complex environment with cloud-based services and technologies.
• Prior experience as a Support Account Manager (SAM), Business Critical Account Manager (BCAM),  Technical Account Manager (TAM), Customer Success Manager (CSM), or similar role.
• Technical competence in Service/Platform/Infrastructure(SaaS/PaaS/IaaS) as a Service architecture, application, use, and management.
• Excellent verbal, written, communication, and receptive listening skills.
• Experience in growing and mentoring teams and individuals into advanced roles and potential leaders.
• The ability to present the Priority Support Program in a clear, concise fashion to executive-level audiences.
• Experience coordinating and engaging with leadership in other teams such as Sales, Professional Services, Support, and Engineering to ensure that customers have the best Snowflake experience possible. 
• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike.
• Knowledge and experience in managing critical KPIs and support areas, such as  Customer Satisfaction (CSAT), Mean Time to Resolution, (MTTR/TTR), efficiency, and others.
• Ability to represent the overall Support organization and describe in detail the multiple support programs offered.  Understand the benefits of the Priority Support Program and how they help our customers.
• Responsibility for managing budgets related to revenue and expenses, and an understanding of the prioritization of and consumption responsibilities for the group.

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.