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