Support Communications Manager

Snowflake started with a clear vision: develop a cloud data platform that is effective, affordable, and accessible to all data users. Snowflake developed an innovative new product with a built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions. We are now a global, world-class organization with offices in more than a dozen countries and serving many more.

This Support Communications Manager role will be responsible for managing both customer and employee communications programs to achieve business results.  This includes developing and delivering robust and innovative content and communications models and assets that enable and educate employees and customers about Snowflake Support.  In addition, this role will also manage technical programs that elevate our Customer Experience.

This critical role is part of the Global Technical Support team and reports into the Principal Support Communications Manager

• Develop and implement and communications programs and strategies that promote Snowflake Support and monitor their success
• Define key performance indicators for each enablement and communications program
• Implement strategic communications campaigns in partnership with other departments that will help further organizational goals including positioning Snowflake Support as a competitive advantage
• Manage the creation of communications collateral for Snowflake Support and ensure that it is consistent with the Snowflake brand and all other relevant guidelines
• Propose and manage technical programs that contribute to increasing and innovating the customer experience including leveraging new technologies to advance communications
• Leads cross functional teams to drive value added content creation, maintenance, and publication of our communications assets that enable our internal and external stakeholders and customers on Support
• Write and contribute content to various external and internal newsletters, onboarding programs, and all other communications and enablement programs including Snowflake Support 
• Collaborate effectively with key stakeholders and subject matter experts to understand the needs of our customers and employees, and drive continuous optimization of our enablement and communications programs
• Ability to participate in weekend/on call activities during critical issues 

• A bachelor's degree in computer science or business or equivalent 6-10 years work experience.
• 7+ years of communications management and collaboration experience in the technology industry 
• 7 + years of program management experience leading technology and/or communications programs
• Excellent verbal and written communication skills. This includes skill in collaborating with subject matter experts and managers to help deliver business results.
• A demonstrated ability to adapt to new technologies and learn quickly. 
• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually-beneficial solutions.
• Experience developing SQL queries to create custom reports and dashboards. 
• Proficiency in Microsoft Excel report building.
• Ability to apply critical thinking to complex concepts in a multi functional environment. 
• Understanding of Data Warehouse fundamentals and concepts.
• Excellent team player, able to work with virtual and global cross-functional teams.

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances