RVP, Priority Support Engineering

About the role

This role defines the regional strategy and execution for paid support within EMEA, owning the end-to-end success of designated support offerings against strategic customers. The RVP will architect and lead the AI-augmented engagement model for the Designated Support Engineer team, ensuring proactive advisory becomes a core delivery capability rather than an experimental add-on. You will operate at the nexus of customer relationships, product outcomes, and revenue generation, translating complex technical value into compelling executive narratives. Success requires a high-trust partnership with AI tools to anticipate risk, scale insights, and redefine how support drives workload health and consumption growth for the enterprise. You will be responsible for sustaining multiple critical KPIs simultaneously, balancing revenue, retention, consumption, and staffing to ensure the paid support portfolio delivers measurable business impact. This position is pivotal in transforming premium support from a reactive ticket queue into a strategic lever that reinforces adoption, unblocks growth, and solidifies long-term customer value on the Snowflake platform. You will build and evolve the playbook for AI-native engagement, ensuring both your leadership and the broader team operate with the latest capabilities and methodologies as the technology and tooling mature.

Key facts

What you'll do

• Architect and execute the regional strategy for paid support programs in EMEA, aligning with Snowflake's overarching vision for the agentic enterprise and ensuring all engagements reinforce workload health and consumption growth.
• Build and maintain deep technical and executive relationships with strategic customers, ensuring paid support programs are positioned to serve current workloads and future-scale initiatives effectively within the Snowflake ecosystem.
• Lead the Designated Support Engineer team using AI-augmented ways of working, leveraging artificial intelligence to anticipate workload risk, scale proactive advisory sessions, and surface actionable insights at unprecedented depth and speed.
• Accountable for Customer Satisfaction, retention, and successful post-sales delivery of paid support engagements against committed scope, SLAs, and defined outcomes that demonstrate clear business value to the customer.
• Own the regional sales cycle for paid support programs by partnering with Regional Sales VPs and Solutions Engineering Directors to position the optimal program based on workload profile, criticality, and growth trajectory for each enterprise.
• Collaborate closely with reactive support leadership to ensure robust reactive delivery health for accounts under paid support coverage, including joint visibility into case load, response-time performance, and incident trends with shared accountability.
• Partner with Snowflake field teams on post-go-live consumption health, proactively identifying workloads at risk of stalled adoption, blockers limiting growth, and architectural opportunities to expand value while mobilizing the DSE team toward resolution.
• Lead the Go-to-Market motion for paid support in the assigned region, driving attach to net-new deals, expansion within the existing customer base, and conversion at renewal through compelling narrative and executive sponsorship.
• Sustain KPIs across multiple disciplines including Revenue, Attach, Consumption, Retention, and Staffing, ensuring the paid support portfolio delivers balanced and measurable outcomes for both customers and Snowflake.
• Own executive sponsorship and the customer narrative for at-risk paid support accounts, coordinating with reactive support leadership on escalation paths when their resources are required to maintain delivery integrity.
• Maintain relationships at all levels with Customers, Sales Leadership, Solutions Engineering, Delivery Teams, Operations Teams, and Key Partners to create a cohesive and value-driven support ecosystem.
• Partner with Solutions Engineering and Delivery leadership to architect proactive, advisory-led support models, including architectural reviews, proactive risk assessments, and identification of root-cause patterns on recurring issues.

Requirements

• You have a proven track record of leading premium support / designated technical advisory organizations or selling and positioning technical solutions to enterprise customers in a senior field role, with revenue accountability in either capacity.
• You have direct experience owning the end-to-end sales cycle for complex support or advisory programs, including attach to net-new deals, expansion within existing accounts, and conversion at renewal.
• You demonstrate a history of sustaining KPIs across multiple disciplines, including Revenue, Attach, Consumption, Retention, and Staffing, within a fast-paced and dynamic environment.
• You possess an innate curiosity and treat AI as a high-trust collaborator, leveraging these tools to anticipate risk, scale advisory, and surface insights that were previously not possible.
• You thrive in dynamic and fast-moving environments, moving with an experimental mindset to rapidly test emerging capabilities and uncover simpler, more powerful pathways to deliver impactful results.
• You have the ability to build deep technical and executive relationships, maintaining credibility and trust across a diverse ecosystem of stakeholders at all organizational levels.
• You are accountable for delivering quality reactive interactions and proactive, advisory-led engagement that customers feel, measured through outcomes that matter directly to their business objectives.
• You lead people and initiatives in a matrixed environment, balancing direct reports with matrixed relationships across Sales, Engineering, and Operations to ensure cohesive execution.

Nice to have

There are no preferred items specified in the SOURCE for this role beyond the core requirements.

Practical notes

The engagement is full_time based in GB-London. This is an AI-native role where the RVP is expected to continuously build and evolve the playbook for AI-augmented engagement as the technology and tooling mature. The successful candidate will drive the shift from reactive support to proactive, advisory-led programs that deliver measurable workload health, consumption growth, and long-term value for paying customers.