Snowflake DIRECTOR TECHNICAL SUPPORT 

Japan, Chūō 

342141403

You will…

• Bring extensive experience in managing trusted customer relationships in the Japan and APAC 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

• 15+ 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

• Fluency in both English and Japanese languages