Mirrai Careers

Director, Priority Support Engineering EMEA

snowflake

GB-London Remote Full-time Posted 2w ago
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At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. The Director, Priority Support Engineering EMEA reports into the Head of Global Support and owns paid support offerings end-to-end for their designated Region. Operating in an environment of both direct reports and matrixed relationships, the ideal candidate has a proven track record of either leading premium support / designated technical advisory organizations OR selling and positioning technical solutions to enterprise customers in a senior field role, with revenue accountability either way. This role brings together a mix of responsibilities with multiple areas of critical focus. This role maintains relationships at all levels with Customers, Sales Leadership, Solutions Engineering, Delivery Teams, Operations Teams, and Key Partners. They are expected to sustain KPIs across multiple disciplines including Revenue, Attach, Consumption, Retention, and Staffing. Snowflake's paid support offerings are designed to deliver value customers feel, through both quality reactive interactions and proactive, advisory-led engagement, measured on the outcomes that matter to their business. This role leads the regional Designated Support Engineer (DSE) team, the post-sales production support force that delivers Priority Support today and will scale as our paid support portfolio expands. Reactive support sits with separate leadership; the DSE team collaborates closely with that org on escalations and reactive delivery health for paid customers, but is purpose-built for the proactive, paid program experience and the sales motion that drives it. This role is key to making that proactive shift real for paying customers, turning premium support from a faster ticket queue into a measurable lever on workload health, consumption growth, and long-term value. This is an AI-native role. The role leads both the DSE team and customer engagements through AI-augmented ways of working, using AI to anticipate workload risk, scale proactive advisory, and surface insights at a depth and speed that was not possible before. We are actively building the AI-augmented engagement model the team runs on and this role is expected to continue to build and evolve the playbook as the technology and the tooling mature. Both the leader and the team operate AI-natively in how they engage customers, manage workloads, and deliver value. RESPONSIBILITIES Serving Customers * Build deep technical and executive relationships with strategic customers in the region to ensure paid support programs are positioned to serve current and future workloads on Snowflake. * Accountable for Customer Satisfaction, retention, and successful post-sales delivery of paid support engagements against committed scope, SLAs, and outcomes. * Lead the DSE team's contribution to the proactive, advisory-led support model: architectural reviews, proactive risk assessments, and identification of root-cause patterns on recurring issues. * Collaborate closely with reactive support leadership to ensure reactive delivery health is strong for accounts under paid support coverage, including joint visibility into case load, response-time performance, and incident trends, with shared accountability when paid customers need both arms of support working in concert. * Partner with Snowflake field teams on post-go-live consumption health, proactively identifying workloads at risk of stalled adoption, blockers limiting consumption growth, and architectural opportunities to expand value, mobilizing the DSE team on the path to resolution. * Own executive sponsorship and the customer narrative for at-risk paid support accounts; coordinate with reactive support leadership on escalation paths when their resources are required. Owning the Sales Cycle for Paid Support Programs * Own the regional sales cycle for paid support programs by partnering with Snowflake Regional Sales VPs and Solutions Engineering Directors to position the right paid support program with each customer based on their workload profile, criticality, and growth trajectory. * Lead the Go-to-Market motion for paid support in the assigned region, including attach to net-new deals, expansion within the existing customer base, and conversion at renewal. * Engage directly with customers and Sales counterparts to articulate the value of paid support, scope the right program fit, and influence the support component of the commercial proposal. (Production delivery sits with the DSE team post-sale; this engagement is positioning, not pre-sales technical discovery.) * Define and operationalize the Solutions Engineering/FDE/Engineering Solutions/Service Delivery-to-DSE handoff: a documented model for transferring technical and account context from pre-sales and custom engagements into post-sales production support without a dropped baton. * Communicate pipeline activity to Global Support leadership and to regional Sales leaders frequently; leverage executives appropriately and strategically to gain alignment and overcome customer objections. * Accountable for regional revenue targets for paid support programs. Practice Readiness * Build, hire, and lead the regional Priority Support team, including Designated Support Engineers, front-line managers, and any specialist roles needed to scale post-sales production support. * Recruit and develop talent who can grow with the function; coach front-line managers in advisory engagement, executive presence, and commercial fluency. * Communicate pipeline activity and forward demand to Resource Management and Delivery to ensure visibility into upcoming DSE coverage needs. * Establish operating cadence: weekly forecast, monthly business review, quarterly customer outcome review with regional Sales VPs. * Proactively contribute to the development of paid support program policies, procedures, pricing input, and packaging signal back to Global Support leadership and Revenue Operations. * Monitor team performance; provide coaching, counseling, and motivation to maximize delivery quality and commercial outcomes. * Lead the DSE team as an AI-native function: set the standard for AI-augmented engagement delivery, predictive workload analysis, and AI-driven customer insights at scale. Build a team that uses AI fluently in everyday delivery, not as a side project. Technical Expertise * Demonstrate detailed Snowflake product knowledge: vision, platform architecture, and the technical use cases customers run on Snowflake at scale. * Understand the technical complexities of the modern data and AI cloud, the competitive environment, and confidently address customer concerns about adoption, migration, performance, and cost. * Provide strong consultative skills and a clear understanding of paid support engagement models: what each program delivers post-sale, where the value lands for customers, and how to position the right fit. REQUIREMENTS On Day One We Will Expect You To Have: * Sales-minded leader with 10+ years in enterprise customer-facing roles, with a track record of either (a) leading a paid support, premium services, designated technical advisory, or signature success-style organization, OR (b) selling and positioning technical solutions to enterprise customers in a senior field role at a cloud, data, or SaaS company (e.g., Sales Engineering, Sales Architect, Specialist Sales, Customer Engineering). Either path qualifies. * Proven track record carrying or owning a revenue target tied to attach, expansion, or renewal in a customer-facing function (e.g., Sales Engineering, Professional Services, Premium Support). You can read a forecast and run a deal review. * 5+ years of leadership experience managing a multi-layered organization in a high-growth SaaS or cloud environment; demonstrated ability to coach front-line managers. * Knowledge of the data warehousing, data management, analytics, AI, and/or cloud computing space. * Experience selling and positioning technical solutions to enterprise customers and managing to commercial targets while working closely with cross-functional teams: sales, pre-sales, legal, marketing, finance, and product. * Comfort operating inside transformation: you have moved a team from one operating model to another (e.g., reactive to proactive, cost center to revenue contributor) and can talk specifically about what worked and what did not, OR you have been part of a transformation as a senior individual contributor and can articulate how you would lead one. * Executive-level communication and customer-facing presence; confident presenting both technical solutions and business impact to C-level customer audiences. * Comfortable with Salesforce or other leading CRM tools. * Demonstrated experience leading teams or running customer engagements using AI-native or AI-augmented approaches; comfort championing AI-driven delivery in a customer-facing function, articulating to customers how AI augments human advisory rather than replaces it, and evolving the operating model as new capabilities emerge (you are joining an active build, not inheriting a finished playbook). Strongly Preferred * Direct experience launching or scaling a designated engineer, solutions architect team, TAM, or premium support program at a cloud data platform, hyperscaler, or enterprise SaaS company (e.g., Databricks, AWS, Google,Microsoft, Salesforce, ServiceNow, Red Hat, MongoDB, Oracle). * Internal Snowflake field experience (Solutions Engineering, Solutions Architect ) with deep relationships into regional Sales VPs and a track record of customer wins on technical solutions. * Strong program, project, and process management skills. KEY PERFORMANCE INDICATORS * Regional revenue targets for paid support programs, including attach to net-new license deals, expansion within the customer base, and conversion at renewal * Snowflake consumption health and growth on accounts under paid support coverage * Customer outcome metrics: NPS lift on paid support cohort; reduction in customer generated cases on accounts under DSE coverage; improvement in time-to-value on key workloads * Proactive engagement coverage: cadence and quality of architectural reviews, health assessments, and risk reviews delivered to paid accounts * Hire-to-headcount targets within given timeframes; manager bench depth * Engagement delivery quality and effective management of regional team objectives Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential. Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. How do you want to make your impact? For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

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