Public Policy Manager
Persona
Senior Manager – Support, NPI and Release Readiness
Snowflake
full-time
Posted on:
Location: Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $182,000 - $254,100 per year
Job Level
Senior
Tech Stack
CloudReact
About the role
- Manage the release readiness framework and programs to ensure Support readiness for new product, platform and solution releases.
- Develop and own the strategic roadmap of service capabilities and KPIs to measure success.
- Drive complex, multidisciplinary readiness programs and projects; plan requirements and leverage project management discipline to deliver outcomes.
- Communicate readiness status and blockers to internal and cross-functional stakeholders; prepare formal report-outs and present at all levels.
- Continually refine best practices for competitive, efficient and scalable end-to-end frameworks.
- Curate content for newsletters with release milestones, team achievements, trends, and upcoming events.
- Conduct post-release retrospectives and corroborate metrics to identify lessons learned and recommend improvements.
- Build and maintain strong relationships with Product, Documentation, Engineering, Professional Services and Support teams to ensure timely knowledge transfer.
- Partner with Support Enablement to develop and execute readiness training and knowledge transfer to global support subject matter experts.
- Review, prioritize and track release risks and issues affecting Support; participate in product architecture reviews and proactively identify risk areas.
- Liaise with Support delivery teams to assess customer and Support impacts and work with cross-functional teams to address issues before releases.
- Monitor post-launch impact to assess support effectiveness and product usability; apply technical support, data analytics, processes and quality improvement.
- Facilitate and drive meetings with all stakeholders and provide overviews of customer experience; coordinate handoffs with Professional Services.
Requirements
- Minimum of a bachelor's degree in computer science or business or equivalent work experience.
- 5+ years of direct customer support and/or release readiness experience, preferably in SaaS, PaaS, and IaaS environments.
- 5+ years experience in technical program management and project management.
- Able to own and drive key projects to completion and deliver business outcomes.
- Outstanding problem-solver, negotiator, diversity advocate, and relationship-builder.
- Strong technical background; able to grasp and convey highly technical subject matter.
- Excellent presentation and communications skills, both written and verbal, in a global environment.
- Excellent time management skills with the ability to coordinate and prioritize effectively.
- Strong analytical skills with attention to detail and accuracy.
- High emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams.
- Understanding of Data Cloud fundamentals and concepts.
- Excellent team player, able to work with virtual and global cross-functional teams.
- Able to work in a dynamic, ever changing environment with a sense of urgency.
