Full-Time

Support Account Manager

Posted on 5/24/2024

Snowflake

Snowflake

5,001-10,000 employees

Data Cloud platform for data warehousing

Data & Analytics

Mid, Senior

Atlanta, GA, USA

Required Skills
Microsoft Azure
Sales
Communications
AWS
Google Cloud Platform
Requirements
  • B.S. or M.S degree in CS, MIS, or equivalent discipline
  • 2+ years of direct Support and/or Support Services related experience with a proven track record of delivering business value and improvement
  • 2+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment
  • 1+ years of experience managing enterprise customer relationships as a Support Account Manager (SAM), Business Critical Account Manager (BCAM), or Technical Account Manager (TAM)
  • Technical competence in base Service/Platform/Infrastructure(SaaS/PaaS/IaaS) architectures, application, use and management
  • Excellent verbal, written, communication, and receptive listening skills
  • Successful experience working, collaborating, and establishing relationships with colleagues and clients
  • An understanding of Data Warehouse fundamentals and concepts
  • The ability to adapt, to be flexible, and to learn quickly in a dynamic environment
  • Excellent teaming skills and the ability to work with virtual and global cross-functional teams
Responsibilities
  • Operate as the point of contact for assigned customers
  • Coordinate and engage with Sales, Professional Services, Support, and Engineering to ensure that customers have the best Snowflake experience possible
  • Thoroughly understand your customer’s business, as well as operational and tactical goals and objectives, and how the Snowflake platform impacts their business
  • Create assigned tasks and deliverables for customers
  • Actively observe, monitor and report on a customer’s environment related to program deliverables
  • Manage the day-to-day aspects of support cases, incidents, and escalations for assigned customers
  • Coordinate with team members to help ensure consistent service is being delivered
  • Prepare, present and review plans related to version control, upgrades, and environmental changes
  • Translate business goals into operational and tactical objectives while ensuring that customers are staying on their strategic path
  • Develop strong partnerships with the customer’s business and operational leaders to drive focus on support-related aspects and issues
  • Promote continuous improvement based on data-driven conversations
  • Coordinate and lead review meetings, focusing on support-related data such as cases, incidents, platform performance, and operational aspects

Snowflake offers a Data Cloud platform for data warehousing, data lakes, and data application development, enabling secure sharing of governed data across multiple public clouds. The platform supports diverse analytic workloads with near-unlimited scale and performance.

Company Stage

IPO

Total Funding

$2.5B

Headquarters

null, null

Founded

2012

Growth & Insights
Headcount

6 month growth

3%

1 year growth

13%

2 year growth

57%

Benefits

We've got your back - We offer comprehensive health insurance plans, health savings accounts, robust retirement plans, and generous life and disability insurance.

A Balanced Lifestyle - All Snowflakes have access to our weekly online lunch and learns, virtual workout classes, and ergonomic work-from-home equipment. We offer on-demand mental health and wellness programs to support our employees and their families.

Your People Matter - Help offset the cost of growing your family with our fertility benefits and family planning resources. Count on our generous time-off and various leave plans for you to rest, refuel, and sustain a great work-life balance.

Global Snowflake Team - No matter where you are in the world, we will get you connected and supported with a work-from-home setup.

Treat Yourself - Personalize your Snowflake benefits by tapping into our employee discounts and pre-tax selections.

Invest In Your Future - Eligible employees enjoy new hire equity, Employee Stock Purchase Plan (ESPP), and a quarterly bonus or commission program.

INACTIVE