Snowflake SENIOR SUPPORT NPI & RELEASE READINESS MANAGER 

United States, Georgia, Atlanta 

195435328

• The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.
• Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.

• Develop the strategic roadmap and manage release readiness programs that effectively ensures Support is ready to support new products, platform and solution releases.
• • Develop and own the strategic roadmap of service capabilities and KPIs to measure success
  • 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.
  • Communicate readiness status including blockers to internal and cross-functional stakeholders proactively, preparing formal report-out communications, and presenting to people at all levels of the organization.
  • Continually refine best practices for competitive, efficient and scalable end-to-end frameworks.
  • Curate content for newsletters that is relevant, informative, and engaging for the GTS team. Include updates on release milestones, team achievements, notable trends, upcoming events, and other noteworthy information.
  • Conduct post-release retrospectives to identify lessons learned and areas for improvement, and communicate findings to relevant teams for future readiness efforts.
  • Corroborate the metrics post-release quarter over quarter to identify recommendations for improvements and measure the effectiveness of the program.

• 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.

• Minimum of a bachelor's degree in computer science or business or equivalent work experience.
• 5+ years of direct customer support and/or release readiness experience preferably in SaaS, PaaS, and IaaS environments.
• 5+ 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.

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $129,000 - $190,900.
• Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.