Manager, Premium Support

Collibra

4d•$128,000 - $160,000•Remote

About The Position

The Manager of Premium Support leads and develops a team of Technical Account Engineers, fostering a strong team culture, continuous learning, technical leadership, and operational excellence. The role supports Collibra’s Premium Support offering and builds trust with customers and colleagues across the organization. This is a remote position. The manager is responsible for team performance and development, Premium Support delivery, complex customer escalations, and collaboration with Sales, Customer Success, Professional Services, and Renewals. The role also helps reduce churn, identify expansion and renewal opportunities, and shape the continued evolution and adoption of the Premium Support model. Success in the first three months includes building relationships with the team and cross-functional partners, understanding and assessing the Premium Support model and team performance, actively coaching employees, maintaining customer-facing deliverables, identifying improvement opportunities, and contributing to retention, expansion, and the future direction of the program. The standard base salary range is $128,000–$160,000 per year. Offers depend on factors including experience, skills, and location. The total rewards package may include bonus potential, equity for eligible roles, a monthly Flex Fund stipend, pension/401(k) plans, health coverage, and time off. This position is not eligible for visa sponsorship.

Requirements

Proven experience in a technical support leadership role.
In-depth knowledge of complex technical concepts and ability to explain them clearly to non-technical audiences.
Strong understanding of customer relationship management principles and best practices.
Excellent coaching and mentoring skills, with a focus on professional development.
Experience building and managing high-performing teams in a fast-paced enterprise SaaS environment.
Ability to prioritize and reprioritize work, manage multiple deadlines, and drive action independently.
Demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business challenges, achieve measurable outcomes, or streamline workflows.
A bachelor’s degree or equivalent related work experience.
This position is not eligible for visa sponsorship.

Nice To Haves

Experience leading a Premium, Premier, or Signature Service support model.

Responsibilities

Lead, coach, and mentor Technical Account Engineers to provide strong technical expertise and customer service.
Promote the Premium mindset, culture, values, principles, ethics, and integrity in interactions with internal and external customers.
Build relationships across Collibra, especially with Sales, Customer Success, and Professional Services, from individual contributors through senior leaders.
Ensure team members are trained on the product and Premium operations, and that Premium deliverables exceed customer expectations.
Support employees in raising the priority of complex issues, including elevated, escalated, and Hot Site account tickets; act as a technical escalation point for complex customer situations.
Coach employees through monthly and semiannual performance and development reviews.
Develop and implement strategies for team and individual performance goals; maintain metrics to evaluate team effectiveness and drive continuous improvement.
Manage recruitment, onboarding, and training of new team members.
Partner with Sales and Renewals to reduce customer churn, identify expansion opportunities, and communicate the value of Premium Support.
Analyze customer data and trends to identify upsell, renewal, and account-expansion opportunities; partner with Sales and Customer Success on quotes for new and renewal Premium business.
Contribute ideas to the adoption and next iteration of the Premium Support model, and promote the program through education and enablement across Sales, Customer Success, and Collibra.
Stay current on product features, industry trends, and technologies so the team has the tools needed to succeed.