Strategy and Operations Director
Zillow
Cloud
Senior Manager, Priority Support
Snowflake
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $165,000 - $235,200 per year
Job Level
Senior
Tech Stack
Cloud
About the role
- Lead and cultivate a global team of Priority Support Engineers (PSEs) and Priority Support Managers focused on delivering exceptional support to Priority Support customers
- Work closely with Technical Account Managers, Sales, and Professional Services teams to enhance the overall Snowflake experience
- Provide leadership for the technical staff and recruit and develop support staff
- Interface with Engineering teams on customer-impacting fixes and enhancements
- Drive team metrics and performance, conduct structured performance reviews, case quality assessments, and regular coaching sessions
- Lead efforts to implement top-tier technical support services, knowledge base content, best practices, and methodologies
- Ensure end-to-end ownership of critical customer incidents and escalations; lead critical situations to manage and optimize the customer experience
- Implement data-driven strategies to enhance operational efficiency and workload distribution
- Collaborate with Product, Engineering, Sales, and Professional Services to translate customer feedback into tangible service improvements
- Promote knowledge sharing and prepare teams for new feature releases
- Identify and implement operational improvements, enhance case handling frameworks, tooling, and training resources
- Develop and optimize post-sales support programs; ensure exceptional customer experiences in a 24/7 SaaS environment
Requirements
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field
- 10+ years of technical support and service management experience
- 4+ years of direct management experience in enterprise support environments
- Experience in data warehousing, cloud computing, or related technologies
- Strong technical aptitude with hands-on Snowflake experience preferred
- Excellent written and verbal communication skills
- Experience with enterprise ticketing systems (Salesforce Service Cloud preferred)
- Demonstrated success in achieving departmental goals and metrics
- Available for occasional off-hours support based on business needs
- Strong analytical and problem-solving capabilities
- Experience managing distributed teams in a 24/7 environment
- Proven track record of building high-performing technical teams
- Expertise in data analytics, BI, or cloud technologies
- Proven ability to handle executive-level communications and presentations
- Experience in driving cross-functional initiatives
- Strong focus on customer success and satisfaction
- Reputation for trustworthiness and high ethical standards
