RVP, Priority Support Engineering

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

📋 Description

• Develop strong technical and executive relationships with key EMEA customers.

• Ensure customer satisfaction, retention, and the successful delivery of paid support services after the sale.

• Provide proactive, advisory-led support, including conducting architectural reviews, risk assessments, and root-cause analyses.

• Work collaboratively with reactive support leadership on escalations, case management, response-time performance, and incident trends.

• Identify risks related to workload adoption, obstacles to consumption growth, and opportunities for architectural improvements.

• Manage executive sponsorship and customer narratives for accounts at risk of losing paid support.

• Oversee the regional paid-support sales process, which includes attachment, expansion, and renewal conversions.

• Position paid-support offerings, assess customer fit, and influence commercial proposals.

• Define the transition from pre-sales and custom engagements to post-sales production support.

• Communicate pipeline activities to Global Support and regional Sales leadership.

• Take responsibility for regional revenue targets pertaining to paid-support programs.

• Build, recruit, and lead the regional Priority Support team, including DSEs, managers, and specialists.

• Attract and nurture talent; mentor managers in advisory engagement, executive presence, and commercial acumen.

• Anticipate demand and coordinate DSE coverage in collaboration with Resource Management and Delivery.

• Set up weekly forecasts, monthly business reviews, and quarterly customer outcome assessments.

• Contribute to the development of paid-support policies, procedures, pricing input, and packaging feedback.

• Monitor team performance and offer coaching, guidance, and motivation.

• Lead the DSE team as a function leveraging AI, utilizing AI-augmented engagement, predictive workload analysis, and AI-driven customer insights.

• Exhibit knowledge of Snowflake products and provide guidance on data, AI, cloud, adoption, migration, performance, and cost issues.

⛳️ Requirements

• 10+ years in enterprise customer-facing roles, with experience in leading paid support, premium services, designated technical advisory, signature success-style organizations, or selling technical solutions to enterprise customers in a senior field capacity at a cloud, data, or SaaS company.

• Demonstrated success in owning a revenue target tied to attachment, expansion, or renewal efforts.

• 5+ years of leadership experience managing a multi-layered organization in a rapidly growing SaaS or cloud environment.

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

• Proven experience in selling and positioning technical solutions to enterprise customers and managing commercial objectives alongside cross-functional teams.

• Experience in guiding a team through an operating-model transformation, or senior individual contributor transformation experience with the ability to lead one.

• Strong executive-level communication and customer-facing presence; capable of presenting technical solutions and business impacts to C-level audiences.

• Proficiency with Salesforce or other leading CRM systems.

• Experience in leading teams or customer engagements using AI-native or AI-augmented methods.

• Direct experience in launching or scaling a designated engineer, solutions architect, TAM, or premium support program is preferred.

• Internal experience with Snowflake preferred.

• Preferred strong skills in program, project, and process management.

• Must adhere to company confidentiality and security standards, ensuring customer information is secure and kept confidential.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional growth and development.

• Flexible work arrangements to promote work-life balance.

• Collaborative and innovative work environment.