RVP, Priority Support Engineering

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.
• 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.
• Own executive sponsorship and the customer narrative for at-risk paid support accounts; coordinate with reactive support leadership on escalation paths.

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.
• 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.
• Define and operationalize the Solutions Engineering/FDE/Engineering Solutions/Service Delivery-to-DSE handoff.
• Communicate pipeline activity to Global Support leadership and to regional Sales leaders frequently.
• 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.
• 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.
• 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.

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.

Requirements

• 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).