Senior Support Account Manager, Snowflake
AI Data Cloud for data sharing and app building
Job no longer available
AI Data Cloud for data sharing and app building
1001+ employees
Job no longer available
1001+ employees
Company mission
On a mission to mobilize the world's data.
Role
Who you are
- As a Senior Support Account Manager, you have developed an excellent balance of business and technical skills that allows you to operate at multiple levels within our customer’s business environment and understand their platform use and operation
- You possess a positive attitude and outlook and a high degree of integrity and accountability
- You enjoy working with a high-performing, fast-paced team
- You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical, and strategic decisions
- You pride yourself on your high standards and professional internal and external interaction with multiple levels of an organization, including C-level individuals
- You exhibit a high level of attention to detail, planning expertise, and execution in your day-to-day interactions with internal and external customers
- B.S. or M.S degree in CS, MIS, or equivalent discipline
- 4+ years of direct Support and/or Support Services related experience with a proven track record of delivering business value and improvement
- 3+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment
- 3+ years of experience managing enterprise customer relationships as a Support Account Manager (SAM), Business Critical Account Manager (BCAM), or Technical Account Manager (TAM)
- Technical competence in base Service/Platform/Infrastructure(SaaS/PaaS/IaaS) architectures, application, use and management
- Excellent verbal, written, communication, and receptive listening skills
- 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
- The ability to present complex ideas, processes, and methodologies in a clear, concise fashion to technical, non-technical, and executive audiences
- Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients
- Understanding of Data Warehouse fundamentals and concepts
- Ability to adapt, to be flexible, and to learn quickly in a dynamic environment
- Excellent team player able to work with virtual and global cross-functional teams
What the job involves
- Your goal in this role is to help customers achieve their business goals by providing outstanding service and support to those who are our most critical customers
- Operate as the point of contact for assigned customers
- Coordinate and engage with Sales, Professional Services, Support, and Engineering to ensure that customers have the best Snowflake experience possible
- Thoroughly understand your customer’s business, as well as operational and tactical goals and objectives, and how the Snowflake platform impacts their business
- Create assigned tasks and deliverables for customers
- Actively observe, interface and manage the reporting for a customer’s environment related to program deliverables
- Manage the day-to-day aspects of support cases, incidents, and escalations for assigned customers
- Presenting the Global Account Management programs and principles to internal teams and customers alike, including events, company and user conferences
- Coordinate with team members to help ensure consistent service is being delivered
- Prepare, present and review plans related to version control, upgrades, and environmental changes
- Translate business goals into operational and tactical objectives while ensuring that customers are staying on their strategic path
- Develop strong partnerships with the customer’s business and operational leaders to drive focus on support-related aspects and issues
- Promote continuous improvement based on data-driven conversations
- Coordinate and lead review meetings, focusing on support-related data such as cases, incidents, platform performance, and operational aspects
- Leverage Metrics to make strategic decisions, concentrating on results
- Understand both proactive and reactive support management practices and how best to apply them
Our take
Developed as a fresh alternative to the archaic systems of data governance and information silos, Snowflake is a frictionless cloud data platform that removes the barriers preventing organisations of all sizes from unleashing the true value of their data.
The company equips organizations with a single, integrated platform that offers the only data warehouse built for the cloud; instant, secure and governed access to their entire network of data; and a core architecture to enable many types of data workloads, including a single platform for developing modern data applications.
Major competitors include Azure, SQL and AWS, and Snowflake has managed to keep ahead of the competition, cementing itself as a global force. Across its 1300+ partners, the company's cloud manages over 250PB of data (with more than 515 million data workloads running every day). Its continued focus on product R&D and partnership expansion have Snowflake well-positioned to manage itself amidst the competition.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 9 rounds)
Feb 2020
$479m
SERIES G
Oct 2018
$450m
LATE VC
Total funding: $1.4bn
Company benefits
- Comprehensive health insurance plans
- Health savings accounts
- Robust retirement plans
- Life and disability insurance
- Weekly online lunch and learns
- Virtual workout classes
- Ergonomic work-from-home equipment
- On-demand mental health and wellness programs
- Fertility benefits and family planning resources
- Generous time-off and various leave plans
- Onsite and Remote Work
- Employee discounts and pre-tax selections
- New hire equity + Employee Stock Purchase Plan (ESPP)
- Quarterly bonus or commission program
Company HQ
Menlo Park, CA
Leadership
Benoit Dageville
(Co-Founder & President of Product)Benoit, a leading expert in parallel execution and self-tuning databases, founded Snowflake after 10+ years at Oracle as a lead architect. He holds a PhD in Computer Science and has 270+ patents.
Thierry Cruanes
(Co-Founder)Thierry is a leading expert in query optimization and parallel execution. He has a PhD in Computer Science with a focus in Database Systems and is a named inventor on 200+ patents.
Sridhar Ramaswamy
(Chief Executive Officer)Sridhar joined Snowflake in 2023 via the Neeva acquisition as SVP of AI and later became CEO. He co-founded Neeva and previously led Google’s Ads business, growing it from $1.5B to $100B.
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