Manager, Global Customer Support

Collibra is seeking a Manager, Global Customer Support, to join our growing team. This pivotal role involves leading and developing a talented team of Support Engineers and collaborating closely with customers and other Collibra departments to ensure customers maximize their investment in Collibra products.

Responsibilities:

• Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and customer-centered service
• Partner closely with Sales, Customer Engineering, and Product & Engineering teams to relay customer feedback and address inter-team operational handoffs
• Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations
• Foster a collaborative and supportive team environment where knowledge sharing and professional development are encouraged
• Identify and implement process improvements to enhance the efficiency and quality of your team's service delivery and operations
• Manage all support engagement activities for your assigned team, including new offering introductions, service launches, and operational readiness initiatives

Requirements:

• Demonstrated success leading a global or regional technical support team within a SaaS or enterprise software organization
• In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience
• Strong understanding of customer lifecycle management, escalation processes, and success metrics
• Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others
• Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment
• A bachelor's degree or equivalent related working experience is required
• This position is not eligible for visa sponsorship