Director, Global Support

Snowflake’s Support team is expanding and we are looking for an exceptional person to join our growing team to function in a follow-the-sun model. This person needs to weave into a tightly knit global function while having the expertise and experience in optimizing locally to accommodate disparate language and cultural needs.

YOU WILL:

• Bring extensive experience in managing trusted customer relationships in the India  market.
• Have proven experience guiding a geographically dispersed team to cater to the local customer base while remaining closely connected to the global support organization.
• Have the ability to forge a close relationship with our business partners and help advocate for the needs of the business within the ranks of senior support team members.
• Function as the voice of the customer and provide internal feedback on how Snowflake Support can better serve our customers.
• In alignment with Global Support team members, set standards and guidelines for all interactions with customers.
• Create and foster an environment that makes a highly engaged and productive workforce by providing direction, guidance, and support to the team in order to deliver on our service commitments.
• Have the proven ability to collaboratively recruit, select, hire and evaluate performance of the team.
• Own regional management mandates to ensure the team continues to operate smoothly as part of the global fabric, working towards a common goal.
• Counsel and develop staff for personal and corporate advancement through career development, training programs and other resources as required for professional development.
• Manage, develop, and align managers tasked with ensuring Support quality, SLO, SLA, and CSAT requirements are met.
• Work with Global Support team members to identify and implement efficient support processes.
• Implement, maintain, and report metrics to executives, including statistical deep dives and improvement action plan.

QUALIFICATIONS:

• Bachelor's degree or higher preferred.
• 10+ years experience in a technical support environment, handling highly complex issues.
• 5+ years at the Management level, managing managers in addition to regular team members, providing partner support to large enterprise customers.
• Ability to leverage past experience and strong communication skills to collaborate effectively with all stakeholders including customers, senior management and other business team members.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization.
• Must be capable of influencing professionally at executive level with stakeholders internally and at customers.
• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction and earns their trust.

Last updated on Aug 19, 2024