Director, Customer Support Analytics

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 Customer Experience Engineering Team is expanding! We are looking for a leader in Data Analytics who is passionate about empowering businesses to be data-driven in all aspects of strategy and operations.

This Director, Customer Support Analyticsrole reports into the Senior Director, Customer Experience Engineering. This role will be responsible for planning and managing the Customer Support Analytics team that enables Snowflake Support to provide an efficient and excellent customer experience. This role will play a pivotal part in the overall Support strategy at Snowflake, contributing to providing key data insights and data narratives that will better enable Snowflake Support to deliver a world-class customer experience to our customers.

• Drive the Support Analytics roadmap and oversee the project management of initiatives within that roadmap.
• Lead the design, development and support of Customer Support Analytics reports, dashboards, and insights by ingesting data from multiple sources and presenting the information in a user-friendly way.
• Provide thought leadership in the area of Support Analytics to enable Snowflake Support to deliver a world-class customer experience to customers, including prescribing ways the business can better leverage data insights.
• Deliver insights to Snowflake's Support Leadership team about Snowflake Support's performance, including insights into the customer experience of Snowflake customers and the Support Organization's efficiency.
• Scale the Support Analytics team through the development of architectural best practices, data foundations, and the team processes.
• Partner with stakeholders in Snowflake Support to enable the business to be data-driven, and provide data insights for all key initiatives in Snowflake Support.
• Partner with stakeholders in Product, Engineering, and Sales to deliver Customer Support related insights that enable those organizations.
• Partner with leaders in the analyst and data science groups across Snowflake to define best practices, and drive alignment on shared goals and initiatives.
• Drive & increase the adoption of Product Analytics products amongst the user community, increase the product satisfaction and the impact of all Analytics products.

• A positive attitude and outlook. 
• Enjoys working with a high-performing, fast-paced team. 
• Ability to work in a team environment, collaborate well, and mentor managers, analysts, and data scientists.
• Outstanding presentation skills to both technical and executive audiences.
• A track record of recruiting and leading technical teams in a demanding talent market.
• Experience building enterprise grade, reliable and trustworthy reporting, BI, and analytic services.
• Excellent problem solving skills.
• Technical competency in Cloud environments, Data Warehouse architectures, and Data Engineering methods.
• Fluency in SQL, Notebooks, or Spark.
• Excellent interpersonal communication skills.
• Outstanding written and oral English language skills.
• Ability to travel.

• B.S. or M.S. degree in CS, MIS, or equivalent discipline.
• 5+ years of experience in managing data analysts, data engineers, or data scientists.
• 10+ years of experience in technical leadership.
• Experience being hands-on technically, with a good understanding of the data stack.
• Experience explaining complex analyses and business recommendations to stakeholders.