Senior Support NPI

1 month ago

Dublin, Ireland Snowflake Full time

Build the future of data. Join the Snowflake team.

There is only one Data Cloud. Snowflakeâs founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data users. But it didnât stop there. They engineered Snowflake to power the Data Cloud, where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performance. This is our vision: a world with endless insights to tackle the challenges and opportunities of today and reveal the possibilities of tomorrow.

This Senior Support NPI & Release Readiness Manager role reports into the Senior Manager, Data Cloud Support Readiness and will be responsible for managing the release readiness framework and programs that effectively enable Snowflake Support to be ready to support new product, platform and solution releases.  This role will play a pivotal part in the overall Support enablement strategy at Snowflake contributing to technical and operational readiness of Support to ensure best-in-class customer experience and zero disruption.

Responsibilities:
  • Develop the strategic roadmap and manage release readiness programs that effectively ensures Support is ready to support new products, platform and solution releases.
  • Develop and own the strategic roadmap of service capabilities and KPIs to measure success 
  • Drive complex, multidisciplinary readiness programs and projects using your support and release management expertise. Understand and plan requirements with internal customers and leverage project management discipline to deliver business outcomes. 
  • Communicate readiness status including blockers to internal and cross-functional stakeholders proactively, preparing formal report-out communications, and presenting to people at all levels of the organization.
  • Continually refine best practices for competitive, efficient and scalable end-to-end frameworks.
  • Responsible for building and maintaining strong relationships within Support as well as with cross functional teams including Product, Documentation, Engineering, Professional Services to identify key features, functionality changes and ensure effective technical knowledge transfer to our global Support team occurs in a timely manner on new products and releases.
    • Partner with Support Enablement teams to develop and execute on a readiness plan that ensures delivery of training and knowledge transfer to designated subject matter experts within the global customer facing support teams in advance of each release.
    • Review, prioritize, and track progress of new products or existing product release risks and issues that affect Support and impact our ability to effectively provide support.  
    • Participate in product architecture reviews and proactively identify risk areas including areas where customers may react to changes to ensure we are considering and appropriately addressing each item as part of the communications plan.
    • Liaison with Support delivery teams to assess impacts of product/functionality changes, to existing customers and Support, and work with Cross Functional teams to address in advance of new release(s)
    • Monitor post-launch impact to assess effectiveness of support and satisfaction with product and software usability. 
    • Apply knowledge of technical support , data analytics, processes and systems, and quality improvement to support overall customer experience. 
  • Facilitate and drive meetings with all stakeholders.
  • Actively participate with the business units to provide an overview of the customer experience âIncident tasks, areas of concern, education, problems etc.
  • This role will also closely interact with Professional Services to clearly understand the customer profile and upcoming implementations to ensure a smooth handoff from PS/Partner to Customer support.
Preferred Experience:
  • Minimum of a bachelor's degree in computer science or business or equivalent work experience. 
  • 7+ years of direct customer support and/or release readiness experience preferably in SaaS, PaaS, and IaaS environments.
  • 7+ years experience in technical program management and project management.
  • Able to own and drive key projects to completion and deliver business outcomes.
  • Outstanding problem-solver, negotiator, diversity advocate, and relationship-builder.
  • Strong technical background; able to grasp and convey highly technical subject matter.
  • Excellent presentation and communications skills, both written and verbal, in a global environment.
  • Excellent time management skills with the ability to coordinate and prioritize effectively.
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • 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.
  • Understanding of Data Cloud fundamentals and concepts.
  • Excellent team player, able to work with virtual and global cross-functional teams.
  • Able to work in a dynamic, ever changing environment with a sense of urgency.

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances

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