Build the future of data. Join the Snowflake team.
Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers' success. We form partnerships with customers by listening, learning, and building connections.
Snowflake's values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.
Snowflake's Support team is expanding! We are looking for a Senior Support Onboarding Specialist to join our team.
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As a Senior Support Onboarding Specialist your primary focus is to drive an exceptional customer experience by enabling customers to have smooth adoption of our products. You achieve this by educating customers on the support systems, tools, and processes and supporting them throughout the customer journey toward successful implementation. You will help delight our customers with your passion and knowledge of the Snowflake Cloud Data Platform. Customers will look to you for technical guidance and for advice in addressing their product usage and issue needs. You will be the voice of the customer to Snowflake's product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Ideally, you have worked in a 24x7 environment, may be available during weekends, and are familiar with Salesforce Service Cloud.
This role is required to work out of our office in Dublin, CA.
YOU WILL:
- Onboard customers, educating them on support systems, tools, and processes
- Respond to and complete video and phone calls to ensure customers are supported during the onboarding process
- Understand customer needs and assist in managing customer relationships to drive successful implementation
- Partner with Sales, Product, and Support teams to help ensure that each stage of the customer journey meets customer expectations
- Initiate and lead projects that help drive successful customer onboarding initiatives
- Demonstrate exceptional customer service skills, great attention to detail, and critical thinking skills
- Provide input into measurements to help understand the impact of successful implementations
- Document known solutions to internal and external knowledge base
- Be part of strategic initiatives for organizational and process improvements, including the development of processes to drive rapid product adoption
- 5+ years experience in a Customer Onboarding role or a similar technical function in a customer-facing role
- Bachelor's or Master's degree in Computer Science or equivalent discipline
- Excellent verbal and written communication skills with attention to detail
- Outstanding skills presenting to customers using presentations, demos or impromptu on a whiteboard
- Good understanding of Amazon AWS and/or Microsoft Azure ecosystems
- Desire to expand technical skills needed to support Snowflake products
- Basic knowledge of SQL
- Good understanding of the technical fundamentals of the Internet. You should have sufficient knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
- Strong teamwork skills in a highly collaborative environment and the ability to function in global arenas
- Ability to adapt to rapidly changing environments
- Experience providing a personalized support experience with a deeper knowledge of the customer environment
- Understanding of Data Warehousing fundamentals and concepts
- Database migration and ETL experience
- Experience supporting applications running on either Amazon AWS or MS Azure
- Understanding of cloud computing security concepts
- Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
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.