Senior Support NPI & Release Readiness Manager

As a Senior Support NPI & Release Readiness Manager at Snowflake, you will play a crucial role in managing the release readiness framework and programs to ensure Snowflake Support is prepared to support new product, platform, and solution releases. Your responsibilities will include developing strategic roadmaps, driving readiness programs, communicating status updates, refining best practices, and building strong relationships within Support and cross-functional teams. **Key Responsibilities:** - Develop and manage strategic roadmap and release readiness programs to prepare Support for new product releases - Create service capabilities roadmap and KPIs to measure success - Drive complex readiness programs and projects, collaborating with internal customers and leveraging project management discipline - Communicate readiness status to stakeholders, prepare formal report-out communications, and present to all levels of the organization - Curate engaging content for newsletters and conduct post-release retrospectives to identify areas for improvement - Collaborate with cross-functional teams to ensure effective technical knowledge transfer to global Support team - Review, prioritize, and track progress of new product release risks and issues that impact Support - Liaison with Support delivery teams to assess impacts of product changes and work on addressing them in advance - Monitor post-launch impact to assess support effectiveness and customer satisfaction **Qualifications Required:** - Bachelor's degree in computer science or business, or equivalent work experience - 5+ years of customer support and release readiness experience in SaaS, PaaS, or IaaS environments - 5+ years of technical program management and project management experience - Strong problem-solving skills, negotiation abilities, and relationship-building skills - Excellent presentation and communication skills, both written and verbal - Strong analytical skills, attention to detail, and ability to collect and disseminate information effectively - High emotional intelligence, empathy, and ability to advocate for clients and internal teams - Understanding of Data Cloud fundamentals and concepts - Ability to work in a dynamic, ever-changing environment with a sense of urgency Snowflake is a rapidly growing company that values innovation and teamwork. If you are someone who shares these values and is driven to make an impact, Snowflake is looking for you to join their team and contribute to their growth. For more details on salary and benefits for jobs in the United States, please visit the Snowflake Careers Site at: careers.snowflake.com,