Senior Support Onboarding Specialist

3 weeks ago

Leeds, Leeds, United Kingdom Snowflake Full time

About Snowflake

Snowflake is a leading cloud-based data warehousing company that provides a scalable and secure platform for businesses to store, process, and analyze large amounts of data.

Job Summary

We are seeking a highly skilled Senior Support Onboarding Specialist to join our team. As a key member of our Support organization, you will be responsible for ensuring a seamless customer onboarding experience by providing technical guidance and support to our customers.

Key Responsibilities

  • Onboard customers by educating them on our support systems, tools, and processes.
  • Respond to and complete video and phone calls to ensure customers are supported during the onboarding process.
  • Understand customer needs and assist in managing customer relationships to drive successful implementation.
  • Partner with Sales, Product, and Support teams to help ensure that each stage of the customer journey meets customer expectations.
  • Initiate and lead projects that help drive successful customer onboarding initiatives.
  • Demonstrate exceptional customer service skills, great attention to detail, and critical thinking skills.
  • Provide input into measurements to help understand the impact of successful implementations.
  • Document known solutions to internal and external knowledge base.
  • Be part of strategic initiatives for organizational and process improvements, including the development of processes to drive rapid product adoption.

Requirements

  • 5+ years experience in a Customer Onboarding role or a similar technical function in a customer-facing role.
  • Bachelor's or Master's degree in Computer Science or equivalent discipline.
  • Excellent verbal and written communication skills with attention to detail.
  • Outstanding skills presenting to customers using presentations, demos or impromptu on a whiteboard.
  • Good understanding of Amazon AWS and/or Microsoft Azure ecosystems.
  • Desire to expand technical skills needed to support Snowflake products.
  • Basic knowledge of SQL.
  • Good understanding of the technical fundamentals of the Internet.
  • Strong teamwork skills in a highly collaborative environment and the ability to function in global arenas.
  • Ability to adapt to rapidly changing environments.

Nice to Haves

  • Experience providing a personalized support experience with a deeper knowledge of the customer environment.
  • Understanding of Data Warehousing fundamentals and concepts.
  • Database migration and ETL experience.
  • Experience supporting applications running on either Amazon AWS or MS Azure.
  • Understanding of cloud computing security concepts.
  • Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors).

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