Senior Technical Program Manager - Customer Support Analytics

Job Description

We’re at the forefront of the data revolution, committed to building the world’s greatest data and applications platform. Our ‘get it done’ culture allows everyone at Snowflake to have an equal opportunity to innovate on new ideas, create work with a lasting impact, and excel in a culture of collaboration.

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.

Snowflake’s Customer Support Analytics Team is expanding! We are looking for a Technical Program Manager who excels at planning and managing Support’s internal business intelligence and analytics programs that enable Snowflake to provide a world-class customer experience.

As a Senior Technical Program Manager - Customer Support Analytics, your role plays a pivotal part in the overall Support enablement strategy at Snowflake contributing to enabling our customers to achieve success with the Snowflake product.

YOU WILL:

• Own Program Management of key areas of our support business requiring cross-functional team collaboration (product, engineering, IT, recruiting and other) to improve operational efficiency and customer experience.
• Understand and plan requirements with internal stakeholders and leverage project management discipline to deliver business outcomes.
• Translate Business Requirements into Technical or Functional Requirements, and break down tasks into manageable segments for prioritization of deliverables and on-time delivery.
• Partner with business stakeholders and collaborate effectively on the design or reengineering of process and technology solutions that address business problems.
• Partner with stakeholders to develop and produce appropriate Key Performance Indicators that demonstrate the impact of managed initiatives.
• Communicate project status including blockers to internal and cross-functional stakeholders proactively, prepare formal report-out communications, and present to people at all levels of the organization.
• Review, prioritize, and track the progress of new feature requests and maintain a visible short- and long-term roadmap.
• Apply knowledge of technical support, business analysis, processes and systems to drive solutions for your areas of ownership.
• Facilitate and drive meetings with all stakeholders.

OUR IDEAL TECHNICAL PROGRAM MANAGER WILL HAVE:

• Bachelor's degree in Computer Science, Business Analytics, or related field or equivalent work experience.
• 8+ years experience in technical program management and analytics
• 5+ years of direct customer support experience preferably in SaaS, PaaS, and IaaS environments
• The ability to own and drive key projects to completion and deliver business outcomes
• Outstanding problem-solving, negotiating, and relationship-building experience
• A strong technical background; the ability to grasp and convey highly technical subject matter
• Demonstrated project management skills with the ability to manage multiple deliverables in a dynamic environment.
• Excellent presentation and communications skills, both written and verbal, in a global environment. This includes skill in collaborating with subject matter experts and managers to help deliver business results.
• Excellent time management skills with the ability to coordinate and prioritize effectively
• Ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Understanding of Data Cloud fundamentals and concepts
• Excellent team player skills, and the ability to work with virtual and global cross-functional teams

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?