RVP, Priority Support Engineering - EMEA

Навыки

• AWS
• CRM-системы
• Databricks
• Лидерство
• Linux
• Маркетинговая стратегия
• MongoDB

О компании и продукте

• At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools. The RVP, Priority Support Engineering - EMEA reports into the Head of Global Support and owns paid support offerings end-to-end for their designated Region
• This is an AI-native role. The RVP leads both the DSE team and customer engagements through AI-augmented ways of working, using AI to anticipate workload risk, scale proactive advisory, and surface insights at a depth and speed that was not possible before. We are actively building the AI-augmented engagement model the team runs on. the RVP is expected to continue to build and evolve the playbook as the technology and the tooling mature. Both the leader and the team operate AI-natively in how they engage customers, manage workloads, and deliver value

Задачи

• Serving Customers
• Build deep technical and executive relationships with strategic customers in the region to ensure paid support programs are positioned to serve current and future workloads on Snowflake
• Accountable for Customer Satisfaction, retention, and successful post-sales delivery of paid support engagements against committed scope, SLAs, and outcomes
• Lead the DSE team's contribution to the proactive, advisory-led support model: architectural reviews, proactive risk assessments, and identification of root-cause patterns on recurring issues
• Collaborate closely with reactive support leadership to ensure reactive delivery health is strong for accounts under paid support coverage, including joint visibility into case load, response-time performance, and incident trends, with shared accountability when paid customers need both arms of support working in concert
• Partner with Snowflake field teams on post-go-live consumption health, proactively identifying workloads at risk of stalled adoption, blockers limiting consumption growth, and architectural opportunities to expand value, mobilizing the DSE team on the path to resolution
• Own executive sponsorship and the customer narrative for at-risk paid support accounts
• coordinate with reactive support leadership on escalation paths when their resources are required
• Owning the Sales Cycle for Paid Support Programs
• Own the regional sales cycle for paid support programs by partnering with Snowflake Regional Sales VPs and Solutions Engineering Directors to position the right paid support program with each customer based on their workload profile, criticality, and growth trajectory
• Lead the Go-to-Market motion for paid support in the assigned region, including attach to net-new deals, expansion within the existing customer base, and conversion at renewal
• Engage directly with customers and Sales counterparts to articulate the value of paid support, scope the right program fit, and influence the support component of the commercial proposal. (Production delivery sits with the DSE team post-sale
• this engagement is positioning, not pre-sales technical discovery.)
• Define and operationalize the Solutions Engineering/FDE/Engineering Solutions/Service Delivery-to-DSE handoff: a documented model for transferring technical and account context from pre-sales and custom engagements into post-sales production support without a dropped baton
• Communicate pipeline activity to Global Support leadership and to regional Sales leaders frequently
• leverage executives appropriately and strategically to gain alignment and overcome customer objections
• Accountable for regional revenue targets for paid support programs
• Practice Readiness
• Build, hire, and lead the regional Priority Support team, including Designated Support Engineers, front-line managers, and any specialist roles needed to scale post-sales production support
• Recruit and develop talent who can grow with the function
• coach front-line managers in advisory engagement, executive presence, and commercial fluency
• Communicate pipeline activity and forward demand to Resource Management and Delivery to ensure visibility into upcoming DSE coverage needs
• Establish operating cadence: weekly forecast, monthly business review, quarterly customer outcome review with regional Sales VPs
• Proactively contribute to the development of paid support program policies, procedures, pricing input, and packaging signal back to Global Support leadership and Revenue Operations
• Monitor team performance

Требования

• On Day One We Will Expect You To Have
• Either path qualifies
• Proven track record carrying or owning a revenue target tied to attach, expansion, or renewal in a customer-facing function (e.g., Sales Engineering, Professional Services, Premium Support)
• You can read a forecast and run a deal review
• 5+ years of leadership experience managing a multi-layered organization in a high-growth SaaS or cloud environment
• demonstrated ability to coach front-line managers
• Knowledge of the data warehousing, data management, analytics, AI, and/or cloud computing space
• Experience selling and positioning technical solutions to enterprise customers and managing to commercial targets while working closely with cross-functional teams: sales, pre-sales, legal, marketing, finance, and product
• Comfort operating inside transformation: you have moved a team from one operating model to another (e.g., reactive to proactive, cost center to revenue contributor) and can talk specifically about what worked and what did not, OR you have been part of a transformation as a senior individual contributor and can articulate how you would lead one
• Executive-level communication and customer-facing presence
• confident presenting both technical solutions and business impact to C-level customer audiences
• Comfortable with Salesforce or other leading CRM tools
• Demonstrated experience leading teams or running customer engagements using AI-native or AI-augmented approaches
• comfort championing AI-driven delivery in a customer-facing function, articulating to customers how AI augments human advisory rather than replaces it, and evolving the operating model as new capabilities emerge (you are joining an active build, not inheriting a finished playbook)
• Strongly Preferred
• Direct experience launching or scaling a designated engineer, solutions architect team, TAM, or premium support program at a cloud data platform, hyperscaler, or enterprise SaaS company (e.g., Databricks, AWS, Google,Microsoft, Salesforce, ServiceNow, Red Hat, MongoDB, Oracle)
• Internal Snowflake field experience (Solutions Engineering, Solutions Architect ) with deep relationships into regional Sales VPs and a track record of customer wins on technical solutions
• Strong program, project, and process management skills
• KEY PERFORMANCE INDICATORS
• Regional revenue targets for paid support programs, including attach to net-new license deals, expansion within the customer base, and conversion at renewal
• Snowflake consumption health and growth on accounts under paid support coverage
• Customer outcome metrics: NPS lift on paid support cohort
• reduction in customer generated cases on accounts under DSE coverage
• improvement in time-to-value on key workloads
• Proactive engagement coverage: cadence and quality of architectural reviews, health assessments, and risk reviews delivered to paid accounts

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