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This Principal Support NPI & Release Readiness Manager role reports to the Senior Manager, Support Release Readiness, and will be responsible for managing the release readiness framework and programs that effectively enable Snowflake Support to be ready to support new product, platform, and solution releases. This role will play a pivotal part in the overall Support enablement strategy at Snowflake contributing to technical and operational readiness of Support to ensure best-in-class customer experience and zero disruption.
RESPONSABILITIES:
- Develop and own the strategic roadmap of service capabilities and KPIs to measure success of the support release readiness programs.
- Drive complex, multidisciplinary readiness programs and projects using your support and release management expertise.
- Understand and plan requirements with internal customers and leverage project management discipline to deliver business outcomes.
- Proactively communicate readiness status, including blockers, to internal and cross-functional stakeholders, prepare formal report-out communications, and present to people at all levels of the organization.
- Continually refine best practices for competitive, efficient, and scalable end-to-end frameworks.
- Find issues (org, program, technical) that, if solved, would increase the overall effectiveness of support readiness and the customer experience.
- Establish trust actively in terms of quality, speed, and pace of delivery with the stakeholders.
- Demonstrate strategic impact by developing tools, and methods to transform the operation and effectiveness of an area.
- Nurture the SRR team and grow the hiring pipeline.
- Collaborate with engineering teams to establish release gates and quality checks within CI/CD pipelines, ensuring that only thoroughly tested and validated releases progress to production.
- Lead cross-functional teams where support representatives are involved early in the development process, providing input on release requirements, usability, and supportability.
- Facilitate the planning and execution of support plans for preview features in production for specific customers.
- Integrate with engineering applications to streamline troubleshooting and triaging.
- Integrate feedback mechanisms into the SRR process through surveys, user interviews, etc, on the usability, reliability, and supportability of new features and releases.
- Leverage insights from support cases to provide feedback to engineering to improve release quality.
- Responsible for building and maintaining strong relationships within Support as well as with cross functional teams including Product, Documentation, Engineering, Professional Services to identify key features, functionality changes and ensure effective technical knowledge transfer to our global Support team occurs in a timely manner on new products and releases.
- Partner with Support Enablement teams to develop and execute on a readiness plan that ensures delivery of training and knowledge transfer to designated subject matter experts within the global customer facing support teams in advance of each release.
- Review, prioritize, and track progress of new products or existing product release risks and issues that affect Support and impact our ability to effectively provide support.
- Participate in product architecture reviews and proactively identify risk areas including areas where customers may react to changes to ensure we are considering and appropriately addressing each item as part of the communications plan.
- Liaison with Support delivery teams to assess impacts of product/functionality changes, to existing customers and Support, and work with Cross Functional teams to address in advance of new release(s)
- Monitor post-launch impact to assess effectiveness of support and satisfaction with product and software usability.
- Apply knowledge of technical support , data analytics, processes and systems, and quality improvement to support overall customer experience.
- Facilitate and drive meetings with all stakeholders.
- Actively participate with the business units to provide an overview of the customer experience –Incident tasks, areas of concern, education, problems etc.
- This role will also closely interact with Professional Services to clearly understand the customer profile and upcoming implementations to ensure a smooth handoff from PS/Partner to Customer support.
PREFERRED EXPERIENCE:
- Minimum of a bachelor's degree in computer science or business or equivalent work experience.
- 8+ years of direct customer support and/or release readiness experience preferably in SaaS, PaaS, and IaaS environments.
- 10+ 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 the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- 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.
- 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.
Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances
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Last updated on Aug 19, 2024