Senior Support Account Manager

Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake’s Account 360 team is expanding! We are looking for a Senior Support Account Manager to join our team.   

You will be responsible for building trust and establishing yourself as a valuable technical 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 in 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. 

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 are results-oriented. You can leverage data, metrics, and open feedback to make operational and strategic decisions. 

AS A SENIOR  SUPPORT ACCOUNT MANAGER YOU WILL:

• Understand your customers’ environments, priorities, roadmap, and deployed use cases

• Collaborate regularly with Solutions Engineers and Solution Architects to identify strategies that enable customers to achieve their business goals and recommend these proactively to customers

• 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 ( Technical Leads, RSAs, SEs, etc.) for customer discussions

• Understand your customers' 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

• Act as the technical advisor for production workloads, often advising on multiple use cases within large, complex organizations

• Utilize resources from Performance Engineering, Professional Services, Incident Management, and Support Engineering, while also engaging other specialized technical experts for tasks beyond your expertise

• Continually develop your knowledge of Snowflake, Cloud Computing, Data Warehousing, and other important topics relevant to Snowflake’s customers. 

Our Ideal Senior Support Account Manager will have:

• B.S. or M.S degree in CS, MIS, or equivalent discipline

• Deep hands-on experience with SQL, Python, and/or Scala

• 8+ years experience in external customer-facing roles such as solutions or data engineering, cloud database architecture, technical support/account management, technical consulting, or similar roles

• 5+ years of experience working with AWS, Azure, GCP, and/or a private cloud environment

• Hands-on experience in database management, data engineering, and data science with direct experience managing and configuring data pipelines

• Excellent verbal, written, communication, and active listening skills

• Successful experience working, collaborating, and establishing relationships with colleagues and clients

• High-performing team player who is able to work with virtual and global cross-functional teams in a dynamic environment.

Nice to Have:

• Hands-on Snowflake experience is strongly preferred

• Additional certification a plus, e.g. -  AWS, GCP, Azure, Databricks 

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?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com