Manager, Premium Support

Collibra•Raleigh, NC

1d•$128,000 - $160,000•Remote

About The Position

Joining Collibra's Premium Support team. We're shaping the way some of the largest organizations in the world manage data by helping customers connect the right data and insights for all Data Citizens. We are building a team of exceptional people to help us deliver on that promise. As Manager of Premium Support, you will play a pivotal role in leading and developing a talented team of Technical Account Engineers. You will be the driving force behind a strong team culture, a continuous learning environment, and the overall success of Collibra's Premium Support offering building trust both inside and outside the organization through technical leadership and operational excellence. This is a remote position.

Requirements

Proven experience in a technical support leadership role; experience leading a Premium, Premier, or Signature Service support model preferred.
In-depth knowledge of complex technical concepts and the ability to translate them into clear, concise communication for a non-technical audience.
Strong understanding of customer relationship management principles and best practices.
Excellent coaching and mentoring skills with a demonstrated focus on professional development.
Experience building and managing high-performing teams in a fast-paced, enterprise SaaS environment.
Ability to prioritize and reprioritize tasks, manage multiple deadlines, and drive action without waiting for direction.
Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
A bachelor's degree or equivalent related working experience is required.
This position is not eligible for visa sponsorship.

Nice To Haves

A leader first, you drive change and improvement, model accountability, and inspire others to do the same.
A skilled communicator and collaborator who builds strong cross-functional relationships and influences without authority.
Customer-obsessed, with the ability to think ahead of both your customers and your leadership team.
Commercially aware, you understand the Premium business model and connect team performance to broader company outcomes.
Flexible and decisive; you know which priorities matter, which meetings to attend, and when to say no.
Passionate about helping others succeed and genuinely invested in the growth of the people around you.
Excited about technology and continuous improvement, always looking for ways to operate more efficiently and deliver more value.

Responsibilities

Leading, coaching, and mentoring a team of Technical Account Engineers, empowering them to deliver exceptional technical expertise and world-class customer service.
Championing the Premium mindset, culture, values, and principles representing the Premium organization with the highest ethics and integrity with internal and external customers.
Developing relationships across the Collibra organization, with particular focus on Sales, Customer Success, and Professional Services from individual contributors through senior leadership.
Ensuring team members are properly trained on product and Premium operations, and that Premium deliverables are being delivered at a level that exceeds customer expectations.
Supporting employees on raising the priority of complex issues, including elevated, escalated, and Hot Site account tickets, and acting as a technical escalation point for TAEs dealing with complex customer situations.
Coaching employees through Performance and Development reviews on a monthly and semiannual basis.
Developing and implementing strategies to achieve team and individual performance goals, and maintaining metrics to track team effectiveness and drive continuous improvement.
Managing the recruitment, onboarding, and training of new team members.
Partnering with Sales and Renewals to reduce customer churn, identify expansion opportunities, and convey the value of Premium Support to internal and external stakeholders.
Analyzing customer data and trends to identify opportunities for upsell, renewal, and account expansion, and partnering with Sales and CS teams on quoting new and renewal Premium business.
Contributing ideas toward the adoption and next iteration of the Premium Support model, and promoting the Premium program by driving education and enablement across Sales, CS, and broader Collibra.
Staying current on the latest product features, industry trends, and technologies to ensure the team has the tools they need to succeed.