Manager, Premium Support

Details

Collibra is seeking a Premium Support Manager to lead and develop a team of Technical Account Engineers. The role is responsible for building a strong team culture, fostering continuous learning, and ensuring the success of Collibra's Premium Support offering through technical leadership and operational excellence. This is a remote position.

Responsibilities

• Lead, coach, and mentor Technical Account Engineers to deliver technical expertise and exceptional customer service.
• Champion the Premium mindset, culture, values, and principles.
• Build relationships across Sales, Customer Success, and Professional Services.
• Ensure team members are trained on Collibra products and Premium operations, and that deliverables exceed customer expectations.
• Support the escalation of complex issues, including elevated, escalated, and Hot Site account tickets.
• Serve as a technical escalation point for complex customer situations.
• Conduct monthly and semiannual Performance and Development reviews.
• Develop strategies to achieve team and individual performance goals, maintain effectiveness metrics, and drive continuous improvement.
• Manage recruitment, onboarding, and training of new team members.
• Partner with Sales and Renewals to reduce customer churn, identify expansion opportunities, and communicate the value of Premium Support.
• Analyze customer data and trends to identify upsell, renewal, and account expansion opportunities.
• Partner with Sales and Customer Success teams on quoting new and renewal Premium business.
• Contribute to the evolution of the Premium Support model and promote the program through education and enablement.
• Stay current on product features, industry trends, and technologies.

Requirements

• Proven experience in technical support leadership; experience with Premium, Premier, or Signature Service support models is preferred.
• In-depth knowledge of complex technical concepts and the ability to explain them clearly to non-technical audiences.
• Strong understanding of customer relationship management principles and best practices.
• Excellent coaching and mentoring skills, with a focus on professional development.
• Experience building and managing high-performing teams in a fast-paced enterprise SaaS environment.
• Ability to prioritize and reprioritize tasks, manage multiple deadlines, and drive action independently.
• Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business challenges, improve outcomes, or streamline workflows.
• Bachelor's degree or equivalent related work experience.
• Strong leadership, communication, collaboration, customer service, commercial-awareness, and continuous-improvement skills.
• This position is not eligible for visa sponsorship.

Measures of Success

• In the first month, establish relationships with the team and key cross-functional partners, understand the Premium Support model, and assess team performance and delivery.
• In the second month, actively coach the team, ensure Premium deliverables are met, and identify opportunities to improve efficiency and customer outcomes.
• In the third month, operate as a full leader within the Premium organization, drive performance conversations, partner with Sales and Customer Success on retention and expansion, and contribute to the future direction of the Premium Support program.

Compensation

The standard base salary range is $128,000–$160,000 per year. Offers are based on factors including experience, skills, and location. Total rewards may include bonus potential, equity for eligible roles, a monthly Flex Fund stipend, pension or 401(k) plans, health coverage, and time off.

Benefits

Collibra provides flexible benefits designed to support employees and their loved ones through diverse circumstances and life events. The company is an equal opportunity employer and provides accommodations for applicants who require them.