Senior Technical Program Manager

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning and building connections.

Snowflake’s Customer Experience Engineering Team is expanding! We are looking for Technical Program Managers who like planning and managing support’s customer facing systems that enable Snowflake to provide a world class customer experience.

The Senior Technical Program Manager, Best Practices TPM role reports into the Director, Customer Experience Engineering and ​​will own Snowflake’s Landing Zone Accelerator and Proactive Health Check best practices. They collaborate closely with Customer Experience Team (including Solution Engineering, Professional Services) and Product to build and refine guidance, and work with Product Managers for LZA and PHC as a key stakeholder to influence product requirements. They ensure Snowflake customers adopt secure, scalable, well-architected environments by aligning cross-functional teams, enabling the field, and driving continuous improvement.

• Act as the primary owner of all Landing Zone Accelerator (LZA) and Proactive Health Check (PHC) best practices.

  • Work closely with global CX teams to build, validate, and evolve LZA and PHC best practices.

  • Lead working groups with CX to gather field insights, identify gaps, and ensure the frameworks address commonly observed customer challenges.

  • Translate CX learnings—such as environment pitfalls, scaling issues, and misconfigurations—into clear, actionable best-practice recommendations.

  • Ensure CX teams are enabled with standardized guidance, reusable assets, and repeatable methodologies.

• Ensure that best practices reflect real-world customer patterns, validated guidance from Solution Engineering, and Snowflake’s evolving product capabilities.

  • Act as a bridge between SE, CXE, Professional Services and Product to maintain alignment on best practices and ensure consistent messaging across teams.

  • Maintain a data-driven insight loop with CX leadership to ensure best practices stay current, relevant, and impactful.

• Define, document, and continuously refine the architectural and operational standards that customers should follow when adopting Snowflake.

  • Create and maintain the Well-Architected Framework used for PHC to evaluate customer architectures, security posture, governance, performance, and cost optimization.

  • Ensure LZA provides a clear blueprint for customers to deploy secure, scalable Snowflake environments following Snowflake-recommended architectures.

  • Maintain structure and templates for the content being created by the CX team, help to keep the content up to date with meetings and maintain governance of the existing content.

• Partner with PMs to validate requirement feasibility, provide technical context, and help prioritize enhancements based on customer impact.

  • Align best practices with the product roadmap and ensure future features integrate cleanly into LZA and PHC roadmaps.

  • Monitor customer adoption, usage patterns, and recurring issues to identify areas where best practices should evolve.

• Responsible for building and maintaining strong relationships within CX as well as with cross functional teams including Product to identify and drive Product Best Practices.

  • Partner with CX to develop best practices that will improve customer’s experience.

  • Monitor post-launch impact to assess effectiveness of the best practices and satisfaction of the onboarding experience.

  • Apply knowledge of CX, data analytics,and processes and systems to support overall customer experience.

PREFERRED EXPERIENCE:

• Minimum of a bachelor's degree in computer science or business or equivalent work experience.

• 7+ years of direct customer support and/or release readiness experience preferably in SaaS, PaaS, and IaaS environments.

• 7+ years experience in technical program management and project management.

• Able to own and drive key projects to completion and deliver business outcomes.

• Outstanding problem-solver, negotiator, diversity advocate, and relationship-builder.

• Strong technical background; able to grasp and convey highly technical subject matter.

• Excellent presentation and communications skills, both written and verbal, in a global environment.

• Excellent time management skills with the ability to coordinate and prioritize effectively.

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually-beneficial solutions.

• Understanding of Data Cloud fundamentals and concepts.

• Excellent team player, able to work with virtual and global cross-functional teams.

• Able to work in a dynamic, ever changing environment with a sense of urgency.

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.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com