At a Glance
- Tasks: Lead a dynamic team to redefine customer support in the AI-driven era.
- Company: Join Snowflake, a fast-growing tech company at the forefront of innovation.
- Benefits: Competitive salary, growth opportunities, and a collaborative work environment.
- Other info: Be part of a culture that values curiosity, collaboration, and continuous learning.
- Why this job: Make a real impact by transforming how enterprises engage with technology.
- Qualifications: 10+ years in enterprise roles with a focus on customer success and technical solutions.
The predicted salary is between 120000 - 150000 £ per year.
At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI‑native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high‑trust collaborator that is core to how you solve problems and accelerate your impact. We look for low‑ego individuals who thrive in dynamic and fast‑moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. Your role isn’t just to execute a function, but to help redefine the future of how work gets done.
The RVP, Priority Support Engineering - EMEA reports into the Head of Global Support and owns paid support offerings end‑to‑end for their designated Region. Operating in an environment of both direct reports and matrixed relationships, the ideal candidate has a proven track record of either leading premium support / designated technical advisory organizations OR selling and positioning technical solutions to enterprise customers in a senior field role, with revenue accountability either way.
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.
- 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.
- 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.
- Lead the Go‑to‑Market motion for paid support in the assigned region.
- Engage directly with customers and Sales counterparts to articulate the value of paid support.
- 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.
- Recruit and develop talent who can grow with the function.
- Establish operating cadence: weekly forecast, monthly business review, quarterly customer outcome review.
- 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.
- TECHNICAL EXPERTISE
- Demonstrate detailed Snowflake product knowledge.
- Understand the technical complexities of the modern data and AI cloud.
- 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.
- Proven track record carrying or owning a revenue target tied to attach, expansion, or renewal.
- 5+ years of leadership experience managing a multi‑layered organization in a high‑growth SaaS or cloud environment.
- Knowledge of the data warehousing, data management, analytics, AI, and/or cloud computing space.
- Comfort operating inside transformation.
- Executive‑level communication and customer‑facing presence.
- Comfortable with Salesforce or other leading CRM tools.
- Demonstrated experience leading teams or running customer engagements using AI‑native or AI‑augmented approaches.
STRONGLY PREFERRED
- Direct experience launching or scaling a designated engineer, solutions architect team, TAM, or premium support program.
- Internal Snowflake field experience with deep relationships into regional Sales VPs.
- Strong program, project, and process management skills.
KEY PERFORMANCE INDICATORS
- Regional revenue targets for paid support programs.
- Snowflake consumption health and growth on accounts under paid support coverage.
- Customer outcome metrics.
- Proactive engagement coverage.
- Hire‑to‑headcount targets within given timeframes.
- Engagement delivery quality and effective management of regional team objectives.
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. Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
RVP, Priority Support Engineering - EMEA in London employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land RVP, Priority Support Engineering - EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doist. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Doist before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace RVP, Priority Support Engineering - EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Doist!
How to prepare for a job interview at Doist
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
