Director, Priority Support Engineering EMEA

Overview

In this AI-native leadership role, you own the end-to-end paid support offerings for the EMEA region, leading a Designated Support Engineer team and engaging with executive levels to drive revenue, adoption, and customer value. You’ll blend post-sales delivery with strategic sales motion to shape a proactive, advisory-led support model that scales with growth. You will foster AI-enhanced engagement, anticipate workload risk, and evolve the playbook as AI capabilities mature. Your leadership will bridge sales, solutions engineering, delivery, and operations to deliver measurable outcomes for key customers.

Responsibilities

• Build deep executive relationships with strategic regional customers to align paid support with workloads and growth.
• Own customer satisfaction, retention, and successful post-sales delivery against scope, SLAs, and outcomes.
• Lead the DSE team’s proactive, advisory-led support model including architectural reviews and risk assessments.
• Collaborate with reactive support to ensure delivery health and joint visibility into cases and incident trends.
• Partner with field teams on post-go-live consumption health and identify opportunities to expand value.
• Own executive sponsorship and customer narrative for at-risk paid accounts; coordinate escalation with reactive leadership.
• Own the regional sales cycle for paid support programs; shape GTM, attach to net-new deals, and renewals.
• Engage with customers and Sales to articulate value and scope program fit in commercial proposals.
• Define/operationalize handoff from pre-sales to post-sales delivery to avoid dropped contexts.
• Communicate pipeline activity to Global Support and regional Sales; align with executives when needed.
• Manage regional revenue targets for paid programs.
• Build, hire, and lead the regional Priority Support team; coach managers in advisory engagement and commercial fluency.
• Forecast, plan resources, and establish cadence for reviews and pipeline.
• Contribute to paid support policies, pricing, and packaging; optimize delivery quality and outcomes.
• Lead the DSE team as an AI-native function with scalable AI-driven insights and delivery.
• Demonstrate Snowflake product knowledge and address adoption, migration, performance, and cost concerns.
• Champion AI-driven delivery and evolve operating model as capabilities mature.

Key requirements

• 10+ years in enterprise customer-facing roles with either leading a paid support/premium services organization OR selling technical solutions to enterprise customers in a senior field role.
• Proven track record of revenue targets tied to attach, expansion, or renewal in a customer-facing function.
• 5+ years of leadership in a high-growth SaaS/cloud environment with coaching responsibilities.
• Knowledge of data warehousing, data management, analytics, AI, and cloud computing.
• Experience selling and positioning technical solutions with cross-functional teams and managing commercial targets.
• Experience leading transformation of operating models (reactive to proactive) and articulating approaches and results.
• Executive-level communication and ability to present to C-level audiences.
• Comfort with Salesforce or other leading CRM tools.
• Experience leading AI-native or AI-augmented customer engagements and promoting AI-driven delivery.

• Executive presence
• Cross-functional collaboration
• Coaching and talent development
• Snowflake product knowledge (vision, architecture, use cases)
• Data warehousing, data management, analytics
• Cloud computing and AI concepts

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