Senior Manager, Customer Support

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 Brussels 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.