Manager, Global Customer Support

Collibra is seeking a Manager, Global Customer Support, to join our growing team. This pivotal role involves leading and developing a talented team of Support Engineers, fostering a strong team culture, and promoting continuous learning to drive overall success. This customer-facing position requires building relationships both internally and externally, collaborating closely with customers and other Collibra departments such as Consulting, Engineering, Customer Success, and Sales, to ensure customers maximize their investment in Collibra products.

• Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and customer-centered service
• Partner closely with Sales, Customer Engineering, and Product & Engineering teams to relay customer feedback and address inter-team operational handoffs
• 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 and implement process improvements to enhance the efficiency and quality of your team's service delivery and operations
• Manage all support engagement activities for your assigned team, including new offering introductions, service launches, and operational readiness initiatives

• Demonstrated success leading a global or regional technical support team within a SaaS or enterprise software organization
• 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 lifecycle management, escalation processes, and success metrics
• 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

• A leader who sets clear, actionable goals
• A relationship builder who fosters cross-functional collaboration
• Data-driven, using insights for continuous improvement
• Committed to exceptional customer experiences and results
• Organized, accountable, and adaptable in dynamic environments

• Within your first month, you will acquire 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, ensure strong employee engagement, manage cross-functional initiatives, and help implement continuous improvement activities.