Manager, Premium Support
Core
Leading and developing a team of Technical Account Engineers to deliver exceptional technical expertise and world-class customer service for Collibra's Premium Support offering.
Role type
Manager, Premium Support (Team Lead)
Builds
Premium Support service model and customer trust
Domain
Enterprise Data Governance / SaaS
Deliverable
client delivery
Required skills
Technical support leadership, team coaching and mentoring, cross-functional partnership, performance management, recruitment and onboarding, commercial acumen, data analysis for upsell/renewals, AI tool proficiency
Preferred skills
Experience leading Premium/Signature support models, enterprise SaaS environment management
Technologies
AI tools (Claude, Gemini, ChatGPT, Copilot)
Responsibilities
Lead, coach, and mentor Technical Account Engineers; Develop relationships with Sales, Customer Success, and Professional Services; Ensure team training and delivery excellence; Act as technical escalation point for complex issues; Manage recruitment and onboarding; Partner with Sales on churn reduction and expansion; Analyze customer data for upsell opportunities; Contribute to Premium Support model iteration.
Seniority
Manager, hands-on leadership
