RVP, Priority Support Engineering

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage paid support services comprehensively for the assigned EMEA region

• Direct regional teams of Designated Support Engineers and customer interactions through AI-enhanced methodologies

• Cultivate technical and executive relationships with key strategic clients

• Ensure customer satisfaction and retention while overseeing post-sales delivery in alignment with scope, SLAs, and expected outcomes

• Lead proactive advisory support, including architectural evaluations, risk assessments, and analysis of recurring issues

• Collaborate with reactive support leadership on escalations, case management, response-time metrics, and incident trends

• Identify risks to workload adoption, consumption barriers, and architectural opportunities to enhance customer value

• Manage executive sponsorship and customer narratives for at-risk paid-support accounts

• Oversee the regional paid-support sales cycle and go-to-market strategy

• Position programs, assess customer fit, influence commercial proposals, and drive attachment, expansion, and renewal conversions

• Define and implement transitions from pre-sales and custom engagements into post-sales production support

• Communicate pipeline activities to Global Support and regional Sales leadership

• Be accountable for regional revenue targets related to paid support programs

• Build, hire, and lead the regional Priority Support team

• Recruit and develop talent; mentor front-line managers

• Convey demand and coverage requirements to Resource Management and Delivery

• Establish weekly forecasts, conduct monthly business reviews, and execute quarterly customer outcome assessments

• Contribute to policies, procedures, pricing input, and packaging for paid support

• Monitor team performance and provide coaching, counseling, and motivation

• Develop AI-enhanced engagement delivery, predictive workload analysis, and AI-driven customer insights

• Display expertise in Snowflake products and provide guidance on platform architecture, adoption, migration, performance, and cost

• Track KPIs such as revenue, consumption growth, retention, customer outcomes, proactive engagement coverage, hiring, and team delivery quality

⛳️ Requirements

• Over 10 years of experience in enterprise customer-facing roles

• Proven history of leading a paid support, premium services, designated technical advisory, or signature success-style organization, or successfully selling and positioning technical solutions to enterprise customers in a senior field role at a cloud, data, or SaaS company

• Demonstrated accountability for a revenue target linked to attachment, expansion, or renewal

• At least 5 years of leadership experience managing a multi-layered organization in a high-growth SaaS or cloud setting

• Proven ability to mentor front-line managers

• Familiarity with data warehousing, data management, analytics, AI, and/or cloud computing

• Experience in selling and positioning technical solutions to enterprise clients and managing commercial objectives with cross-functional teams

• Experience in leading or navigating organizational transformation

• Executive-level communication skills and a customer-facing presence

• Comfortable presenting technical solutions and business impacts to C-level stakeholders

• Proficient with Salesforce or other leading CRM platforms

• Experience leading teams or customer interactions using AI-native or AI-enhanced strategies

• Ability to explain how AI complements human advisory and transforms operating models

• Strongly preferred: experience in launching or scaling designated engineer, solutions architect, TAM, or premium support initiatives

• Strongly preferred: internal experience with Snowflake, including relationships with regional Sales VPs and technical-solution customer achievements

• Strongly preferred: skills in program, project, and process management

• Ability to maintain customer confidentiality and adhere to Snowflake's data security policies

🏝️ Benefits

• Training and requirements on Snowflake confidentiality and security standards

• No specific benefits or compensation extras mentioned in the posting