Support Account Manager, Snowflake

• You possess a positive attitude and outlook and enjoy working with integrity with high-performing, fast-paced teams
• You have a high degree of EQ, are accountable, and results-oriented
• You are able to leverage data, metrics, and open feedback to make operational and strategic decisions
• B.S. or M.S degree in CS, MIS, or equivalent discipline
• Experience with Python, SQL, or Scala
• 5+ years of experience (3+ with a Master’s Degree) in technical support/account management, data analysis, data science, or equivalent environment
• Experience in customer facing roles such as solutions or sales engineering, technical support/account management, technical consulting, or similar roles
• 2+ years of experience working with AWS, Azure, GCP, and/or a private cloud environment
• Hands-on experience with Data Warehousing platforms
• Excellent verbal, written, communication, and active listening skills
• Successful experience working, collaborating, and establishing relationships with colleagues and clients
• High-performing team player able to work with virtual and global cross-functional teams in a dynamic environment

Desirable

• We are looking for a Support Account Manager to join our team
• You will be responsible for building trust and establishing yourself as a valuable resource within your customers’ organization
• You are expected to develop relationships within your assigned accounts, understand their unique business challenges, and help them be successful with adopting and realizing the full value of Snowflake
• This role will require a balance of business acumen and technical skills as you will need to navigate customer environments, develop relationships, understand their business goals, and drive their success on Snowflake
• Understand your customers’ environments, priorities, roadmap, and deployed use cases
• Build trust and credibility through your knowledge and expertise
• Identify issue trends, monitor your customers’ production environments, and proactively work with them and partner to resolve them
• Lead meetings and provide status updates for identified issues (case trends, performance challenges, cost optimization, user/account health concerns, etc.)
• Facilitate engagements with Snowflake subject matter experts (SMEs, RSAs, SEs, etc.) for customer discussions
• Understand current support and engineering cases and influence prioritization based on customer needs and impact
• Prepare your customers for Snowflake’s release process, identifying any potential impacts, and helping your customers mitigate any disruption to their environment
• Partner with the account team and align your activities to support overall account goals
• Understand your customers' workloads, ecosystem, current tech stack, and upstream/downstream dependencies to surface opportunities and work to close any gaps
• Take ownership of production and maintenance issues for assigned customers
• Continually develop your knowledge on Snowflake, Cloud Computing, Data Warehousing, and other important topics relevant to Snowflake’s customers