Principal Support Strategy Manager

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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. And 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 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. And 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.  

In this role, you will lead strategic and technical programs from proposal to execution for one of the fastest growing organizations within Snowflake, which is responsible for providing customer management and technical support for Snowflake products. You will have an opportunity to shape our Support strategic roadmap, participate in business planning and drive operational efficiencies across a global team, drive contract negotiations and conduct risk assessments representing Support, and participate in cost modelling to ensure business decisions are data driven. 

This critical role is part of the Global Strategy & Programs team driving innovations to improve the customer experience.  

RESPONSIBILITIES:

  • Define, launch, and drive strategic and technical initiatives to solve challenging business issues by working with business stakeholders across the organization, managing communications, overseeing milestones and timelines, and leading cross-functional groups to synthesize feedback and deliver on objectives. 
  • Solve problems with business leaders to deliver strategic insights and recommendations based on business analyses. 
  • Collaborate with cross-functional stakeholders in annual business planning, budget management, key organizational metrics, and other operationally strategic projects. 
  • Identify gaps and propose changes to existing policy, systems and process frameworks. Develop scalable solutions, work to manage risks across the organization and develop best practices to benefit the organization. 
  • Represent Support in contract negotiations including development of risk assessments that empower stakeholders to make the best possible data driven decisions. 

PREFERRED EXPERIENCE:

  • Bachelor's degree in an analytical field or equivalent practical experience. 
  • 10+ years of program management experience leading technology programs 
  • Demonstrated ability to identify and solve abstract problems quickly with minimal management guidance. 
  • Knowledge of best practices in business operations, service operations, and customer support operations. 
  • Proven leader with project management problem solving, analytical, written/verbal communication (framing, storytelling), teamwork, and interpersonal skills with leaders. 
  • Highly organized and self-motivated to create and execute on new programs. 
  • Comfort in ambiguity of changing priorities and flexibility to new ideas within a fast-paced environment. 
  • Experience negotiating Service and Support contracts and terms in partnership with legal, sales, services stakeholders and conducting risk assessments quickly and accurately. 
  • Experience in strategic planning and budget management. 
  • Strong attention to detail and craftsmanship, with a knack for prioritization and scoping. 
  • Curiosity about how things work, with the ability to anticipate problems and identify areas for improvements. 
  • Experience building trusted advisor relationships with senior management. 
  • Possesses exceptional written and interpersonal communication skills, and able explain your work clearly and concisely to stakeholders across all management levels 
  • 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 Warehouse fundamentals and concepts. 

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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Location

We occupy the entire 15th floor in the famed Cash Register Building. We are within walking distance of Uptown and have views from RiNo to the Capital.

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