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Snowflake DIRECTOR GLOBAL SUPPORT 
India, Maharashtra, Pune 
829311607

03.09.2024
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.