Senior Support Account Manager

Snowflake’s Support team is expanding! We are looking for a Senior Support Account Manager to join our team.   

As a Senior Support Account Manager, you have developed an excellent balance of business and technical skills that allows you to operate at multiple levels within our customer’s business environment and understand their platform use and operation.   You possess a positive attitude and outlook and a high degree of integrity and accountability.  You enjoy working with a high-performing, fast-paced team.  You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical, and strategic decisions.  You pride yourself on your high standards and professional internal and external interaction with multiple levels of an organization, including C-level individuals.   You exhibit a high level of attention to detail, planning expertise, and execution in your day-to-day interactions with internal and external customers.  Your goal in this role is to help customers achieve their business goals by providing outstanding service and support to those who are our most critical customers.

YOU WILL:

• Operate as the point of contact for assigned customers

• Coordinate and engage with Sales, Professional Services, Support, and Engineering to ensure that customers have the best Snowflake experience possible

• Thoroughly understand your customer’s business, as well as operational and tactical goals and objectives, and how the Snowflake platform impacts their business

• Create assigned tasks and deliverables for customers

• Actively observe, interface and manage the reporting for a customer’s environment related to program deliverables

• Manage the day-to-day aspects of support cases, incidents, and escalations for assigned customers

• Presenting the Global Account Management programs and principles to internal teams and customers alike, including events, company and user conferences

• Coordinate with team members to help ensure consistent service is being delivered

• Prepare, present and review plans related to version control, upgrades, and environmental changes

• Translate business goals into operational and tactical objectives while ensuring that customers are staying on their strategic path

• Develop strong partnerships with the customer’s business and operational leaders to drive focus on support-related aspects and issues

• Promote continuous improvement based on data-driven conversations

• Coordinate and lead review meetings, focusing on support-related data such as cases, incidents, platform performance, and operational aspects

• Leverage Metrics to make strategic decisions, concentrating on results

• Understand both proactive and reactive support management practices and how best to apply them

OUR IDEAL SENIOR SUPPORT ACCOUNT MANAGER WILL HAVE: 

• B.S. or M.S degree in CS, MIS, or equivalent discipline

• 4+ years of direct Support and/or Support Services related experience with a proven track record of delivering business value and improvement

• 3+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment

• 3+ years of experience managing enterprise customer relationships as a Support Account Manager (SAM), Business Critical Account Manager (BCAM), or Technical Account Manager (TAM)

• Technical competence in base Service/Platform/Infrastructure(SaaS/PaaS/IaaS) architectures, application, use and management

• Excellent verbal, written, communication, and receptive listening skills

• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually-beneficial solutions

• The ability to present complex ideas, processes, and methodologies in a clear, concise fashion to technical, non-technical, and executive audiences

• Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients

• Understanding of Data Warehouse fundamentals and concepts

• Ability to adapt, to be flexible, and to learn quickly in a dynamic environment

• Excellent team player able to work with virtual and global cross-functional teams

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.