Manager of Global Customer Support, Collibra
$88-110k
Data intelligence cloud
Job no longer available
Data intelligence cloud
1001+ employees
Job no longer available
$88-110k
1001+ employees
Company mission
To change how organizations use data, so that they can change the world.
Role
Who you are
- Demonstrated success leading a global or regional technical support team within a SaaS or enterprise software organization
- In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience
- Strong understanding of customer lifecycle management, escalation processes, and success metrics
- Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others
- Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment
- A bachelor’s degree or equivalent related working experience is required
- This position is not eligible for visa sponsorship
- A leader who sets clear, actionable goals
- A relationship builder who fosters cross-functional collaboration
- Data-driven, using insights for continuous improvement
- Committed to exceptional customer experiences and results
- Organized, accountable, and adaptable in dynamic environments
What the job involves
- Collibra is seeking a Manager, Global Customer Support, to join our growing team. This pivotal role involves leading and developing a talented team of Support Engineers, fostering a strong team culture, and promoting continuous learning to drive overall success
- This customer-facing position requires building relationships both internally and externally, collaborating closely with customers and other Collibra departments such as Consulting, Engineering, Customer Success, and Sales, to ensure customers maximize their investment in Collibra products
- Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and customer-centered service
- Partner closely with Sales, Customer Engineering, and Product & Engineering teams to relay customer feedback and address inter-team operational handoffs
- Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations
- Foster a collaborative and supportive team environment where knowledge sharing and professional development are encouraged
- Identify and implement process improvements to enhance the efficiency and quality of your team's service delivery and operations
- Manage all support engagement activities for your assigned team, including new offering introductions, service launches, and operational readiness initiatives
- Measures of success:
- Within your first month, you will acquire fundamental knowledge about Collibra processes/tools and start building team & cross-functional relationships
- Within your third month, you will operationally manage the team and the product pillar, and take ownership of escalations
- Within your sixth month, you will manage the team, ensure strong employee engagement, manage cross-functional initiatives, and help implement continuous improvement activities
Our take
Collibra wants to help firms understand data governance. As companies gather ever more data, Collibra helps them understand what data they have, who has access to it and how to move it through a workflow of data analysis tools.
Historically, large corporations have not thought much about the data they collect and how to use it. In this day and age, however, data is super valuable, so everyone wants to make the most of it, which has made businesses turn to products such as Collibra's. The company has secured many big-name clients, including T-Mobile, Lloyds Banking, and Equifax.
The company's growth has been helped by increasing data privacy legislation like GDPR, which means companies have a legal obligation to be in control of the data they're collecting and giving their employees access to. In 2022, the company was named an Innovation Summit Honoree by the Bank of America’s annual Technology Innovation Summit. It has continued to add new features and integrations to maintain its offering's premium status, including a new data marketplace, which provides a shopping-like experience from which users can access a company’s internal datasets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Nov 2021
$250m
SERIES G
Apr 2020
$112.5m
SERIES F
Total funding: $605.2m
Company benefits
- {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax-advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, allyship & belonging and giving back.
- {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours.
- {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Manager Racial Injustice training and Collibra-led fundraisers.
- {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons – all of which you’re actively encouraged to use!
- {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, employee rewards & recognition, development programs and more!
- {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more.
- When in-person (office) life resumes, we look forward to more snacks, catered lunches, team offsites and social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more)!
- Unlimited paid time off policy
- Work from home opportunities
Company HQ
Financial District, New York, NY
Leadership
Felix Van De Maele
(Co-Founder & CEO)Previously studied Computer Science and founded Collibra straight after university.
Pieter De Leenheer
(Co-Founder)CTO at 1upHealth. Started Collibra after completing a PhD in Computer Science. Also held the post of Professor of Computer Science at VU Amsterdam. Board Observer at Zenoptics.
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