Build the future of the AI Data Cloud. Join the Snowflake team.
Snowflake is growing fast and we're scaling our team to help enable and accelerate our growth. We're passionate about our people, our customers, our values, and our culture! We're also looking for people with a growth mindset and the pragmatic insight to solve for today while building for the future. As a Snowflake employee, you will be accountable for supporting and enabling diversity and belonging.
Snowflake started with a clear vision: make modern data warehousing effective, affordable, and accessible to all data users. Because traditional on-premises and cloud solutions struggle with this, Snowflake developed an innovative product with a new built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions.
Snowflake’s support team is expanding and we are looking for an exceptional person to join our growing team to function in a follow-the-sun model. This person needs to weave into a tightly knit global function while having the expertise and experience in optimizing locally to accommodate disparate language and cultural needs.
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
Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
How do you want to make your impact?
