RVP Priority Support Engineering EMEA

Salary: £38,000 - 78,000 per year

Requirements:

• We want a sales-minded leader with 10+ years in enterprise customer-facing roles, with experience either leading a paid support, premium services, designated technical advisory, or signature success-style organization, or selling and positioning technical solutions to enterprise customers in a senior field role at a cloud, data, or SaaS company.
• We want a proven track record of carrying or owning a revenue target tied to attach, expansion, or renewal in a customer-facing function.
• We want 5+ years of leadership experience managing a multi-layered organization in a high-growth SaaS or cloud environment, with demonstrated ability to coach front-line managers.
• We want knowledge of the data warehousing, data management, analytics, AI, and/or cloud computing space.
• We want experience selling and positioning technical solutions to enterprise customers and managing commercial targets while working closely with cross-functional teams including sales, pre-sales, legal, marketing, finance, and product.
• We want comfort operating inside transformation and the ability to describe how a team was moved from one operating model to another, or how a transformation was led as a senior individual contributor.
• We want executive-level communication and customer-facing presence, with confidence presenting technical solutions and business impact to C-level customer audiences.
• We want comfort with Salesforce or other leading CRM tools.
• We want demonstrated experience leading teams or running customer engagements using AI-native or AI-augmented approaches, with the ability to champion AI-driven delivery in a customer-facing function.
• Strongly preferred: direct experience launching or scaling a designated engineer, solutions architect team, TAM, or premium support program at a cloud data platform, hyperscaler, or enterprise SaaS company.
• Strongly preferred: internal Snowflake field experience with deep relationships into regional Sales VPs and a track record of customer wins on technical solutions.
• Strongly preferred: strong program, project, and process management skills.

Responsibilities:

• Build deep technical and executive relationships with strategic customers in the region to ensure paid support programs are positioned to serve current and future workloads on Snowflake.
• Own customer satisfaction, retention, and successful post-sales delivery of paid support engagements against committed scope, SLAs, and outcomes.
• Lead the DSE teams contribution to the proactive, advisory-led support model, including architectural reviews, proactive risk assessments, and identification of root-cause patterns on recurring issues.
• Collaborate closely with reactive support leadership to ensure reactive delivery health is strong for accounts under paid support coverage.
• Partner with Snowflake field teams on post-go-live consumption health, proactively identifying workloads at risk of stalled adoption, blockers limiting consumption growth, and architectural opportunities to expand value.
• Own executive sponsorship and the customer narrative for at-risk paid support accounts, and coordinate escalation paths when reactive support resources are required.
• Own the regional sales cycle for paid support programs by partnering with Regional Sales VPs and Solutions Engineering Directors to position the right program for each customer.
• Lead the go-to-market motion for paid support in the assigned region, including attach to net-new deals, expansion within the existing customer base, and conversion at renewal.
• Engage directly with customers and sales counterparts to articulate the value of paid support, scope the right program fit, and influence the support component of the commercial proposal.
• Define and operationalize the Solutions Engineering/FDE/Engineering Solutions/Service Delivery-to-DSE handoff for transferring technical and account context into post-sales production support.
• Communicate pipeline activity to Global Support leadership and regional Sales leaders frequently, and leverage executives strategically to gain alignment and overcome customer objections.
• Account for regional revenue targets for paid support programs.
• Build, hire, and lead the regional Priority Support team, including Designated Support Engineers, front-line managers, and any specialist roles needed to scale post-sales production support.
• Recruit and develop talent who can grow with the function, and coach front-line managers in advisory engagement, executive presence, and commercial fluency.
• Communicate pipeline activity and forward demand to Resource Management and Delivery to ensure visibility into upcoming DSE coverage needs.
• Establish operating cadence including weekly forecast, monthly business review, and quarterly customer outcome review with regional Sales VPs.
• Proactively contribute to the development of paid support program policies, procedures, pricing input, and packaging signal back to Global Support leadership and Revenue Operations.
• Monitor team performance and provide coaching, counseling, and motivation to maximize delivery quality and commercial outcomes.
• Lead the DSE team as an AI-native function, setting the standard for AI-augmented engagement delivery, predictive workload analysis, and AI-driven customer insights at scale.
• Demonstrate detailed Snowflake product knowledge and understand the technical complexities of the modern data and AI cloud, the competitive environment, and customer concerns about adoption, migration, performance, and cost.
• Provide consultative guidance and a clear understanding of paid support engagement models to position the right fit for customers.

Technologies:

• AI
• Architect
• Cloud
• CRM
• Support
• Marketing
• Salesforce
• Security
• Snowflake
• AWS
• Databricks
• MongoDB
• Oracle
• ServiceNow

More:

At Snowflake, we are powering the era of the agentic enterprise and looking for AI-native thinkers who are energized by reinventing how work gets done. This role is the RVP, Priority Support Engineering - EMEA, reporting to the Head of Global Support and owning paid support offerings end to end for the region. We are building an AI-augmented engagement model and expect our leader to continue evolving the playbook as the technology and tooling mature. The role is based in London, is full time, and sits within our Global Support team. We expect all employees to follow our confidentiality and security standards for handling sensitive data and to keep customer information secure and confidential. For jobs located in the United States, salary and benefits information is available on our Careers Site.

last updated 35 week of 2026