RVP, Priority Support Engineering - EMEA
Leads Snowflake’s EMEA paid support business, owning regional revenue, customer retention, post-sales outcomes, and the Designated Support Engineer organization. The role requires 10+ years in enterprise customer-facing leadership, premium support or technical solution selling experience, and strong Snowflake and cloud expertise.
About the job
Responsibilities
Serving Customers
- Build deep technical and executive relationships with strategic customers in the region.
- Own customer satisfaction, retention, and successful post-sales delivery of paid support engagements against committed scope, SLAs, and outcomes.
- Lead proactive, advisory-led support through architectural reviews, proactive risk assessments, and recurring-issue root-cause analysis.
- Collaborate with reactive support leadership on case load, response-time performance, incident trends, escalations, and delivery health.
- Identify workloads at risk of stalled adoption, blockers limiting consumption growth, and architectural opportunities to expand customer value.
- Own executive sponsorship and the customer narrative for at-risk paid support accounts.
Sales Cycle for Paid Support Programs
- Own the regional sales cycle for paid support programs with Regional Sales VPs and Solutions Engineering Directors.
- Lead the regional go-to-market motion, including attach to net-new deals, expansion within the existing customer base, and renewal conversion.
- Articulate the value of paid support, scope program fit, and influence the support component of commercial proposals.
- Define and operationalize the handoff from Solutions Engineering, FDE, Engineering Solutions, and Service Delivery to DSE teams.
- Communicate pipeline activity to Global Support and regional Sales leadership.
- Own 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 specialist roles.
- Recruit and develop talent; coach managers in advisory engagement, executive presence, and commercial fluency.
- Communicate pipeline activity and demand forecasts to Resource Management and Delivery.
- Establish weekly forecasts, monthly business reviews, and quarterly customer outcome reviews.
- Contribute to paid support policies, procedures, pricing input, and packaging feedback.
- Monitor performance and coach, counsel, and motivate the team.
- Lead the DSE team as an AI-native function using AI-augmented engagement delivery, predictive workload analysis, and AI-driven customer insights.
Technical Expertise
- Demonstrate detailed knowledge of Snowflake product vision, platform architecture, and customer use cases at scale.
- Understand modern data and AI cloud technologies, competitive dynamics, adoption, migration, performance, and cost concerns.
- Apply consultative skills and understanding of paid support engagement models to position the right customer solution.
Requirements
- 10+ years in enterprise customer-facing roles.
- Experience either leading a paid support, premium services, designated technical advisory, or signature-success organization, or selling and positioning technical solutions to enterprise customers in a senior field role at a cloud, data, or SaaS company.
- Proven experience with revenue accountability.
- Strong enterprise customer relationship, consultative selling, leadership, forecasting, and technical communication skills.
Skills
Snowflake, Cloud Architecture, Data Platforms, Artificial Intelligence, SaaS, Enterprise Support, Technical Advisory, Consultative Selling, Revenue Forecasting, Customer Retention, Service-Level Agreements, Workload Analysis, Solutions Engineering, Executive Relationship Management
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