Director, Premium Customer Support

Joining Collibra’s Premium Support team

• As a Director of Global Premium Support, you will be providing oversight, training, feedback and review to ensure the team is meeting their obligations while proactively identifying areas for improvement.  
• You will serve as an escalation point for customers and will ensure successful resolution of issues.
• At Collibra, the customer is our “True North” and our Support team embodies that commitment to excellence!
• You will facilitate and act as a global point of contact internally to 3 support teams globally (Americas, EMEA, APAC).

Director Premium Support at Collibra are responsible for:

• Managing your team and working cross-functionally while adhering to Collibra’s values and culture as measured by employee surveys.
• Building strong cross-functional relationships to help drive customer advocacy within our Customer Success, Product, and Engineering teams.
• Guiding and directing Premium Support Managers & Engineers to prioritize, escalate and triage incidents while managing high impact escalations.
• Ensuring the team is meeting service metrics including SLAs, time to resolve, utilization rates and CSAT and that the team has appropriate tools and resources to provide world class support.
• Illustrating communication and soft-skills to managed escalated customer situations, driving the problem resolution,  and creating a positive relationship

You have:

• Experience leading global teams of 20+ and managing both Support Engineers and Managers or equivalent experience. Demonstrated ability to lead with empathy, understanding, and active listening.
• Experience leading “white glove” support teams (Premium, Signature) 
• Experience in supporting SaaS and enterprise level software applications.
• A Bachelor’s degree or equivalent experience in Computer Science or Information Technologies.

You are:

• A strong and proven customer advocate 
• An independent and well organized, project-oriented thinker
• Skilled written, verbal, and presentation skills that illustrate the ability to communicate effectively and accurately with executive level stakeholders and customers.
• A Team player, focused on collaboration and doing the right thing
• Analytical and methodical problem solving and organizational skills.
• Accustomed to a fast paced environment

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, take ownership of escalations, collaborate on and achieve quarterly OKRs (Objectives & Key Results).
• 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.  

Compensation for This Role

The standard base salary range for this position is $152,000 - $180,000 per year. This position is eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

In addition to base salary, we offer equity ownership at every level, bonus potential, a Flex Fund monthly stipend, pension/401k plans, and more.

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our {Be}well 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.

Professional Development

Collibrians are ambitious and inventive, and we want to develop our skills individually and as a team. You’ll have access to LinkedIn Learning and other development opportunities, as well as other rewards and recognition programs to help grow your career.

Health Coverage

We strive to remain locally competitive and globally equitable. This means comprehensive offerings including medical, dental, vision, and mental health benefits for you and your family.

Paid Time Off and Flexibility

We provide unlimited paid time off, global leave policies for a variety of personal and family circumstances, company-wide wellness days off throughout the year, meeting-free Wednesdays, and a flexible culture to help balance your work and your life.

Diversity, Equity, and Inclusion

We create inclusion and belonging through how we onboard, meet, connect, engage, and communica