Snowflake SENIOR SUPPORT ACCOUNT MANAGER 

United States, Illinois, Chicago 

419797375

As a

• 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

• 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

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

• The estimated base salary range for this role is $109,000-$152,250.
• Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.