Collibra

Manager, Global Customer Support

Collibra

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $88,000 - $110,000 per year

About the role

  • Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and customer-centered service
  • Partner closely with Sales, Customer Engineering, and Product & Engineering teams to relay customer feedback and address inter-team operational handoffs
  • Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations
  • Foster a collaborative and supportive team environment where knowledge sharing and professional development are encouraged
  • Identify and implement process improvements to enhance the efficiency and quality of your team's service delivery and operations
  • Manage all support engagement activities for your assigned team, including new offering introductions, service launches, and operational readiness initiatives

Requirements

  • Demonstrated success leading a global or regional technical support team within a SaaS or enterprise software organization
  • In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience.
  • Strong understanding of customer lifecycle management, escalation processes, and success metrics
  • Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others
  • Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment
  • A bachelor’s degree or equivalent related working experience is required
  • This position is not eligible for visa sponsorship
Benefits
  • competitive total rewards package
  • bonus potential
  • equity for eligible roles
  • Flex Fund monthly stipend
  • pension/401k plans
  • flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportcustomer lifecycle managementescalation processesperformance goalsprocess improvementsservice deliveryoperational readiness
Soft Skills
leadershipcoachingcommunicationinterpersonal skillsmotivationprioritizationtime managementcollaboration