Manager, Premium Support

Joining Collibra’s Premium Support team

Collibra seeks to expand our Premium Customer Support team with the addition of a Manager, Premium Support to support the company's growth, the growth of the Premium Support organization and the growth of the Premium team. As the Manager, Premium Support, you will play a pivotal role in leading and developing a talented team of Premium Support Engineers. You will be responsible for building a strong team culture, fostering a continuous learning environment, and driving overall team success. This 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 the Premium Support offering and their Collibra products.

This a hybrid position based in Brussels, Belgium.

Premium Support Managers at Collibra are responsible for

• Championing the Premium mindset, culture, values, skills, and principles and leading by example
• Developing relationships throughout the Collibra organization with particular focus on Sales, Customer Success, and Professional Services from individual contributors up to senior level leaders
• Leading, coaching, and mentoring a team of Premium Support Engineers, empowering them to deliver exceptional technical expertise and world-class customer service
• Partnering with sales, customer success, product, and engineering teams to ensure seamless customer experience and effective product adoption
• Acting as a technical escalation point for PSEs dealing with complex customer issues and liaising with internal teams for resolution

You have

• 5+ years in a technical customer facing role with 3+ years in a management or leadership capacity
• Proven experience in a technical support leadership role; Leadership in a Premium, Premier or Signature Service support model preferred
• In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience.
• Excellent coaching and mentoring skills with a focus on professional development
• Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others
• Experience building and managing high-performing teams
• 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, take ownership of escalations, collaborate on and achieve quarterly OKRs (Objectives & Key Results).
• 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.

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our {Be}well benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off.

Professional Development

Collibrians are ambitious and inventive, and we want to develop our skills individually and as a team. You’ll have access to development opportunities, as well as other rewards and recognition programs to help grow your career.

Health Coverage

We strive to remain locally competitive and globally equitable. This means comprehensive offerings including medical, dental, vision, and mental health benefits for you and your family.

Paid Time Off and Flexibility

We offer global leave policies for a variety of personal and family circumstances, company-wide wellness days off throughout the year, meeting-free Wednesdays, and a flexible culture to help balance your work and your life.

Diversity, Equity, and Inclusion

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.

Learn more about Collibra’s benefits.

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.

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