Onboard customers, educating them on support systems, tools, and processes
Respond to and complete video and phone calls to ensure customers are supported during the onboarding process
Understand customer needs and assist in managing customer relationships to drive successful implementation
Partner with Sales, Product, and Support teams to help ensure that each stage of the customer journey meets customer expectations
Initiate and lead projects that help drive successful customer onboarding initiatives
Demonstrate exceptional customer service skills, great attention to detail, and critical thinking skills
Provide input into measurements to help understand the impact of successful implementations
Document known solutions to internal and external knowledge base
Be part of strategic initiatives for organizational and process improvements, including the development of processes to drive rapid product adoption
OUR IDEAL SENIOR CLOUD SUPPORT ONBOARDING SPECIALIST WILL HAVE:
5+ years experience in a Customer Onboarding role or a similar technical function in a customer-facing role
Bachelor's or Master's degree in Computer Science or equivalent discipline
Excellent verbal and written communication skills with attention to detail
Outstanding skills presenting to customers using presentations, demos or impromptu on a whiteboard
Good understanding of Amazon AWS and/or Microsoft Azure ecosystems
Desire to expand technical skills needed to support Snowflake products
Basic knowledge of SQL
Good understanding of the technical fundamentals of the Internet. You should have sufficient knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
Strong teamwork skills in a highly collaborative environment and the ability to function in global arenas
Ability to adapt to rapidly changing environments
NICE TO HAVES:
Experience providing a personalized support experience with a deeper knowledge of the customer environment
Understanding of Data Warehousing fundamentals and concepts
Database migration and ETL experience
Experience supporting applications running on either Amazon AWS or MS Azure
Understanding of cloud computing security concepts
Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)