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Snowflake SENIOR SUPPORT ACCOUNT MANAGER 
France 
228549772

25.06.2024
Senior Support Account Manager

As a

You will:

  • 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

Our Ideal Senior Support Account Manager will have:

  • 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