Snowflake

Program Support Specialist, Educational Services

Snowflake

full-time

Posted on:

Location Type: Remote

Location: Remote • Texas • 🇺🇸 United States

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Salary

💰 $99,000 - $133,800 per year

Job Level

Mid-LevelSenior

Tech Stack

AEM

About the role

  • Planning and managing backlog burndown and reachouts for global teams through strategic planning meetings to ensure timely action item follow-through and reporting revenue impact and engagement analysis
  • System administration for enterprise LMS (SeerTech), Salesforce and FinancialForce (Certinia)
  • Support release of new and updated courses: maintain pricing and SKU worksheets, calculate new currency prices and training fund uplifts, pre/post release testing, and catalog updates
  • UAT testing for new features/enhancements and new course releases in the LMS
  • Document and maintain financial processes including bookings, revenue types and forecasting; maintain backlog tracking and currency conversions
  • Support EDU Operations PM team: schedule and plan ad-hoc project meetings, keep PM tool up-to-date, fill in for primary PMs as needed
  • Coordinate cross-functional communication and ensure teams and stakeholders are informed and aligned
  • Assist managing vendor relationships and support ticket tracking for system improvements
  • Maintain LMS, website updates, and technical system integrations using Adobe Experience Manager, Seertech LMS, etc.
  • Partner with internal teams (program leads, EDU sales, IT, Finance, SalesOps, Curriculum) to streamline workflows and identify automation opportunities
  • Troubleshoot LMS and customer support issues; provide customer support via cases and email for time sensitive issues
  • Maintain and improve process documentation, customer-facing templates, and "How To" articles
  • Build and maintain Salesforce and Certinia reports
  • Cross-train on all EDU programs to provide customer support coverage as needed
  • Advocate for an exceptional customer experience ensuring processes and communications are customer-centric

Requirements

  • BA/BS degree or relevant practical experience
  • Demonstrated experience supporting complex projects, ideally within an Education Services or customer-focused environment
  • 5+ years of experience working in customer-focused education business (for-profit)
  • Strong multitasking ability, attention to detail, and capacity to manage multiple concurrent tasks in a high-growth environment
  • Proficiency in maintaining complex spreadsheets in Excel and/or Google Sheets
  • Experience with Salesforce objects and Salesforce reporting (opportunities/accounts/projects/milestones)
  • Experience with Educational systems like PearsonVUE, Certmetrics, Accredible, OpenEdX
  • Exceptional communication skills and ability to present plans clearly to management and stakeholders
  • Ability to prioritize and complete high-quality work on concurrent projects with acute attention to detail
  • Ability to work with technical teams and form relationships with all levels of personnel
  • Adept at process formulation and ability to closely follow detailed instructions
  • Proficient with LMS administration (Seertech, OpenEdX a plus), Salesforce, GSuite (Google Sheets/docs, Gmail, groups, calendar), Slack, Zoom, MS Excel, BI tools, SurveyMonkey or similar
  • Basic understanding of web design concepts (html, CSS) and SAML/SSO and OAuth flows are a plus
  • SeerTech LMS experience is a plus
  • SmartSheet PM experience is a big plus
  • BI platform and/or Snowflake experience is a big plus

Applicant Tracking System Keywords

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

Hard skills
LMS administrationUAT testingExcelGoogle SheetsSalesforceCertiniaAdobe Experience Managerweb design conceptsSAMLOAuth
Soft skills
multitaskingattention to detailcommunicationproject managementcustomer-centricrelationship buildingprocess formulationprioritizationteam collaborationproblem-solving