Joining Collibra’s Premium Support team

• As a Collibra Premium Support Manager, you’ll be providing oversight, training, feedback and review to ensure the team is meeting their obligations while proactively identifying areas for improvement.  
• You will serve as an escalation point for customers and will ensure successful resolution of issues.
• At Collibra, the customer is our “True North” and our Support team embodies that commitment to excellence!
• You will facilitate and act as a regional point of contact internally to help coordinate and run the day to day operations for a team of  Premium Support Engineers.

Premium Support Managers at Collibra are responsible for:

• Managing your team and working cross-functionally while adhering to Collibra’s values and culture as measured by employee surveys.
• Building strong cross-functional relationships to help drive customer advocacy within our Customer Success, Product, and Engineering teams.
• Guiding and directing Premium Support Engineers to prioritize, escalate and triage incidents while handling and directing all regional escalations.
• Ensuring the team is meeting service metrics including SLAs, time to resolve, utilization rates and CSAT and that the team has appropriate tools and resources to provide world class support.
• Illustrating communication and soft-skills to managed escalated customer situations, driving the problem resolution,  and creating a positive relationship

You Have:

• Superior written and verbal skills that illustrate the ability to communicate effectively and accurately with internal stakeholders and customers.
• Demonstrated ability to lead with empathy, understanding, and active listening with experience leading teams of 8-10 people in a managerial role or equivalent experience.
• Extensive knowledge of enterprise level software architecture components and infrastructure.
• Analytical and methodical problem solving and organizational skills.
• A bachelor’s degree or equivalent experience in Computer Science or Information Technologies.

You Are:

• A strong and proven customer advocate 
• An independent and well organized, project-oriented thinker
• A Team player, focussed on collaboration and doing the right thing
• Accustomed to a fast paced environment

Measuring Success:Reporting to Collibra’s Director of Premium Support, measures of success are:

• 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:

We strive to provide all Collibrians with competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefits programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

• {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax-advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, allyship & belonging and giving back.
• {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours!
• {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Diversity Equity and Inclusion (DEI) Strategy, Environmental Social Governance (ESG) strategy, racial equity awareness programs and Collibra-led fundraisers.
• {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons – all of which you’re actively encouraged to use!
• {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, employee rewards & recognition, development programs and more!
• {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more snacks, catered lunches, team offsites and social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more)!

Equal Opportunity:

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. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category.