Manager, Premium Support

🕒 August 14

🇺🇸 United States – Remote

💵 $128k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 22%

What it means: the chance that no one is really hiring for this job.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.

Apply Now

Find Similar Remote Jobs

Collibra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Venture Round on 2022-01

Consulting • Healthcare • Logistics

Collibra is a leading provider of data intelligence solutions, recognized for its excellence in data governance, data cataloging, and data quality. The Collibra Data Intelligence Platform allows enterprises to manage and utilize data effectively by offering tools for data governance, data lineage, data privacy, and AI governance. With strong partnerships and a global presence, including offices in the USA and Belgium, Collibra supports various industries such as financial services, healthcare, retail, and more. Its platform is highly regarded for its robust integration capabilities, API offerings, and comprehensive approach to data risk management and compliance.

📋 Description

• Lead, coach, and mentor a team of Technical Account Engineers • Champion the Premium mindset, culture, values, and principles with internal and external customers • Develop relationships across Sales, Customer Success, Professional Services, and senior leadership • Ensure team members are trained on products and Premium operations and deliverables exceed customer expectations • Support escalation of complex, elevated, escalated, and Hot Site account tickets • Act as a technical escalation point for Technical Account Engineers • Coach employees through monthly and semiannual Performance and Development reviews • Develop strategies to achieve team and individual performance goals • Maintain metrics to track team effectiveness and drive continuous improvement • Manage recruitment, onboarding, and training of new team members • Partner with Sales and Renewals to reduce churn, identify expansion opportunities, and communicate Premium Support value • Analyze customer data and trends to identify upsell, renewal, and account expansion opportunities • Partner with Sales and Customer Success on quoting new and renewal Premium business • Contribute to the evolution of the Premium Support model and drive education and enablement across Collibra • Stay current on product features, industry trends, and technologies • Establish relationships, assess team performance, and understand the Premium Support model in the first month • Coach the team, ensure deliverables are met, and identify efficiency and customer-outcome improvements in the second month • Drive performance conversations, retention and expansion motions, and Premium Support program direction by the third month

🎯 Requirements

• Proven experience in a technical support leadership role; experience leading a Premium, Premier, or Signature Service support model preferred • In-depth knowledge of complex technical concepts and ability to communicate them clearly to non-technical audiences • Strong understanding of customer relationship management principles and best practices • Excellent coaching and mentoring skills with a focus on professional development • Experience building and managing high-performing teams in a fast-paced, enterprise SaaS environment • Ability to prioritize and reprioritize tasks, manage multiple deadlines, and drive action independently • Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business challenges, drive measurable outcomes, or streamline workflows • A bachelor's degree or equivalent related working experience is required • This position is not eligible for visa sponsorship

🏖️ Benefits

• Competitive total rewards package • Bonus potential • Equity for eligible roles • Flex Fund monthly stipend • Pension/401k plans • Health coverage • Time off • Flexible benefits offerings supporting employees and loved ones through diverse circumstances and life events • Workplace accommodations for applicants with needs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume