Manager, Premium Support

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🔥 0 minutes ago

🗽 New York, North Carolina – Remote

🗽 New York – Remote 🌲 North Carolina – Remote

💵 $128k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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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. • Build relationships across Sales, Customer Success, Professional Services, and senior leadership. • Ensure team training and delivery of Premium deliverables exceeding customer expectations. • Support escalation of complex, elevated, escalated, and Hot Site account tickets. • Act as a technical escalation point for complex customer situations. • 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 for upsell, renewal, and account expansion opportunities. • Partner with Sales and Customer Success on new and renewal Premium business quoting. • Contribute to the evolution and adoption of the Premium Support model. • Drive education and enablement across Sales, Customer Success, and Collibra. • Stay current on product features, industry trends, and technologies. • Establish relationships and assess team performance during the first month. • Coach the team and identify efficiency and customer-outcome improvements during the second month. • Drive performance, retention, expansion, and program-direction initiatives 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. • Ability to explain technical concepts clearly to non-technical audiences. • Strong understanding of customer relationship management principles and best practices. • Excellent coaching and mentoring skills focused 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. • Bachelor's degree or equivalent related working experience required. • 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 • Diversity, equity, and inclusion initiatives • Equal opportunity workplace • Applicant accommodations support