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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.
- 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.
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