Snowflake

Senior Manager – Support, NPI and Release Readiness

Snowflake

full-time

Posted on:

Origin:  • 🇺🇸 United States • Washington

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Salary

💰 $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.