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Director, Priority Support Engineering EMEA

Snowflake Inc.· Global Support
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Hybrid (GB-London)Full-timePosted 4mo ago

About the role

Director leading the Priority Support Engineering (DSE) team for EMEA, responsible for end-to-end paid support offerings, revenue targets, and AI-native delivery. Combines leadership of the regional DSE team with executive-level customer engagement, cross-functional collaboration, and go-to-market ownership for paid support programs.

Responsibilities

  • 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, including joint visibility into case load, response-time performance, and incident trends, with shared accountability when paid customers need both arms of support working in concert.
  • 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, mobilizing the DSE team on the path to resolution.
  • Own executive sponsorship and the customer narrative for at-risk paid support accounts; coordinate with reactive support leadership on escalation paths when their resources are required.

Qualifications

  • Sales-minded leader with 10+ years in enterprise customer-facing roles, with a track record of leading paid support/premium services or selling technical solutions to enterprise customers in a senior field role.
  • Proven track record carrying or owning a revenue target tied to attach, expansion, or renewal in a customer-facing function.
  • 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.
  • Experience selling and positioning technical solutions to enterprise customers and managing to commercial targets with cross-functional teams.
  • Executive-level communication and customer-facing presence; comfortable presenting to C-level audiences.
  • Experience leveraging Salesforce or other leading CRM tools.
  • Demonstrated experience leading teams or engagements using AI-native or AI-augmented approaches.

Skills

Required:Enterprise customer relationship managementLeadership and people managementSales and revenue accountabilityAI-native / AI-augmented delivery
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Snowflake Inc.

The Data Platform Built for Data Teams.

Snowflake powers AI, data engineering, applications, and analytics on a trusted, scalable AI Data Cloud—eliminating silos and accelerating innovation.

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