Job description
Joining Collibra’s Customer Support team
Collibra seeks to expand our Customer Support team with the addition of a Senior Manager, to support the company’s growth and the growth of the Support organization. As the Sr Manager, Global Customer Support, you will play a pivotal role in leading and developing a talented team of Support Engineers. You will be responsible for building a strong team culture, fostering a continuous learning environment, and driving overall team success. This Senior Manager position provides a critical customer facing role by developing relationships inside and outside of Collibra working closely with customers and with other facets of Collibra such as Consulting, Engineering, Customer Success and Sales to ensure the customer is receiving value from their investment in Collibra products.
This is a hybrid role based in our Prague office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.
Sr. Manager, Global Customer Support at Collibra is responsible for
Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and world-class customer service
Partner with Sales, Customer Engineering, and Product & Engineering teams to ensure seamless customer experience
Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations
Foster a collaborative and supportive team environment where knowledge sharing and professional development are encouraged
Identify trends and opportunities for improvement within the support organization, and implement solutions to enhance customer satisfaction and team efficiency
Own all Support engagement around the Product Pillar and for NPI and other GTM release and readiness functions
You have
- Proven experience and leadership in a technical support leadership role
- In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience.
- Strong understanding of customer relationship management principles and best practices
- Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others
- Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment
- A bachelor’s degree or equivalent related working experience is required
- This position is not eligible for visa sponsorship
You are
- A methodical problem solver
- Self driven
- A team player
- Passionate about serving customers, internal and external
- Big on ownership and accountability
Measures of success
- Within your first month, you will absorb fundamental knowledge about Collibra processes/tools and start building team & cross-functional relationships
- Within your third month, you will operationally manage the team and the product pillar, and take ownership of escalations.
- Within your sixth month, you will manage the team, take ownership of employee engagement, drive cross-functional initiatives, and assist in developing strategy around continuous improvements.
Benefits at Collibra
Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about Collibra’s benefits.
We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.
At Collibra, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.
With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.
