RVP, Priority Support Engineering

🔥 19 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Snowflake

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2012

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Snowflake is a cloud-based data platform and data warehouse-as-a-service. It enables organizations to store, process, analyze, and share large volumes of structured and semi-structured data across multiple clouds, with separated scalable compute and storage, built-in security and data-sharing capabilities, and support for analytics and machine-learning workloads. Snowflake is delivered as a managed SaaS offering for enterprise customers and is primarily marketed and sold as a B2B product.

📋 Description

• Build deep technical and executive relationships with strategic EMEA customers • Own customer satisfaction, retention, and successful post-sales delivery of paid support engagements • Lead proactive, advisory-led support including architectural reviews, risk assessments, and root-cause analysis • Collaborate with reactive support leadership on escalations, case load, response-time performance, and incident trends • Identify workload adoption risks, consumption-growth blockers, and architectural opportunities • Own executive sponsorship and customer narratives for at-risk paid-support accounts • Own the regional paid-support sales cycle, including attach, expansion, and renewal conversion • Position paid-support programs, scope customer fit, and influence commercial proposals • Define the handoff from pre-sales and custom engagements to post-sales production support • Communicate pipeline activity to Global Support and regional Sales leadership • Own regional revenue targets for paid-support programs • Build, hire, and lead the regional Priority Support organization, including DSEs, managers, and specialists • Recruit and develop talent; coach managers in advisory engagement, executive presence, and commercial fluency • Forecast demand and coordinate DSE coverage with Resource Management and Delivery • Establish weekly forecasts, monthly business reviews, and quarterly customer-outcome reviews • Contribute to paid-support policies, procedures, pricing input, and packaging feedback • Monitor team performance and provide coaching, counseling, and motivation • Lead the DSE team as an AI-native function using AI-augmented engagement, predictive workload analysis, and AI-driven customer insights • Demonstrate Snowflake product knowledge and advise on data, AI, cloud, adoption, migration, performance, and cost concerns

🎯 Requirements

• 10+ years in enterprise customer-facing roles, with experience leading paid support, premium services, designated technical advisory, signature success-style organizations, or selling and positioning technical solutions to enterprise customers in a senior field role at a cloud, data, or SaaS company • Proven track record owning a revenue target tied to attach, expansion, or renewal • 5+ years of leadership experience managing a multi-layered organization in a high-growth SaaS or cloud environment • Knowledge of data warehousing, data management, analytics, AI, and/or cloud computing • Experience selling and positioning technical solutions to enterprise customers and managing commercial targets with cross-functional teams • Experience moving a team through an operating-model transformation, or senior individual contributor transformation experience with ability to lead one • Executive-level communication and customer-facing presence; ability to present technical solutions and business impact to C-level audiences • Comfort with Salesforce or other leading CRM tools • Experience leading teams or customer engagements using AI-native or AI-augmented approaches • Direct experience launching or scaling a designated engineer, solutions architect, TAM, or premium support program preferred • Internal Snowflake field experience preferred • Strong program, project, and process management skills preferred • Must follow company confidentiality and security standards and keep customer information secure and confidential