Manager, Customer Care

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

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 values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake's core values and are reflected in everything we do.

Snowflake's Support team is expanding! We are looking for a Manager, Customer Care to join our team.

As a Manager, Customer Care, you thrive on responsibility and live for the next big challenge. You enjoy providing leadership, working with the business on customer-impacting fixes and enhancements, and recruiting and developing your team, including providing guidance and exceeding team metrics. You are known for your leadership qualities and your ability to leverage best practices and methodologies to deliver unsurpassed customer support.

YOU WILL:

• Have a team responsible for delivering excellent customer support in a 24x7x365 SaaS environment.

• Be responsible for hiring, coaching, development, training, and skills management of the team.

• Navigate and steer difficult situations towards positive outcomes.

• Make data-driven decisions to improve operational quality and efficiency.

• Manage key customer success metrics - SLA, CSAT, Time to Resolution (TTR), etc.

• Build and foster the growth of a cohesive team which includes resources that are co-located as well as virtual.

• Establish good working relationships with customer-facing teams (sales, professional services, etc).

• Turn customer feedback into actionable steps to improve support service delivery.

• Partner with the escalation management team to drive satisfactory resolution of customer escalations.

• Be the agent of change for new business processes, technology, and transformation.

• Assess and evaluate processes, technology, and team skill sets to identify gaps, areas to improve and opportunities for advancement.

• Lead by example to cultivate and maintain a culture built on teamwork and collaboration.

• Manage organizational and departmental objectives.

OUR IDEAL MANAGER, CUSTOMER CARE WILL HAVE:

• B.S. or M.S degree in a related field or equivalent experience.

• A minimum of 5+ years of customer support and service management experience with a minimum of 3+ years in a supervisory role is required.

• Experience in leading and coaching a team supporting a database, data warehouse, or data platform technology in a SaaS environment.

• Proven capability of delivering on departmental goals and key metrics.

• A customer-first mindset, ability to appropriately prioritize and escalate customer issues.

• Demonstrated ability to provide exceptional internal and external customer care.

• Proven ability to champion change through commitment and support for initiatives.

• A reputation for fairness, dependability, and adherence to high ethical standards.

• A track record of successful performance management in a hyper-growth environment.

• Strong analytical and problem-solving skills.

• Experience with using Salesforce Service Cloud and other CRM systems.

Every Snowflake employee is expected to follow the company's confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company's data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

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

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $118,000 - $180,800.
• Additionally, this role is eligible to participate in Snowflake's bonus and equity plan.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.