Manager, Global Customer Support at Collibra

Joining Collibra’s Customer Support team Collibra is seeking a Manager, Global Customer Support, to join our growing team. This pivotal role involves leading and developing a talented team of Support Engineers, fostering a strong team culture, and promoting continuous learning to drive overall success. This customer-facing position requires building relationships both internally and externally, collaborating closely with customers and other Collibra departments such as Consulting, Engineering, Customer Success, and Sales, to ensure customers maximize their investment in Collibra products. Manager, Global Customer Support at Collibra is responsible for • Lead, coach, and mentor a team of Support Engineers, empowering them to deliver exceptional technical expertise and customer-centered service • Partner closely with Sales, Customer Engineering, and Product & Engineering teams to relay customer feedback and address inter-team operational handoffs • Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations • Foster a collaborative and supportive team environment where knowledge sharing and professional development are encouraged • Identify and implement process improvements to enhance the efficiency and quality of your team's service delivery and operations • Manage all support engagement activities for your assigned team, including new offering introductions, service launches, and operational readiness initiatives You have • Demonstrated success leading a global or regional technical support team within a SaaS or enterprise software organization • In-depth knowledge of complex technical concepts and the ability to translate them into clear and concise communication for a non-technical audience. • Strong understanding of customer lifecycle management, escalation processes, and success metrics • Excellent communication, interpersonal, and coaching skills with the ability to motivate and inspire others • Ability to prioritize tasks, manage multiple deadlines, and thrive in a fast-paced environment • A bachelor’s degree or equivalent related working experience is required • This position is not eligible for visa sponsorship You are • A leader who sets clear, actionable goals • A relationship builder who fosters cross-functional collaboration • Data-driven, using insights for continuous improvement • Committed to exceptional customer experiences and results • Organized, accountable, and adaptable in dynamic environments Measures of success • Within your first month, you will acquire fundamental knowledge about Collibra processes/tools and start building team & cross-functional relationships • Within your third month, you will operationally manage the team and the product pillar, and take ownership of escalations. • Within your sixth month, you will manage the team, ensure strong employee engagement, manage cross-functional initiatives, and help implement continuous improvement activities. Compensation for this role The standard base salary range for this position is $88,000.00 - $110,000.00 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location. In addition to base salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more. Benefits at Collibra Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our 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. Learn more about Collibra’s benefits. We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra. At Collibra, we’re proud to be an equal opportunity employer. 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. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.