Build the future of data. Join the Snowflake team.
As companies migrate to the Cloud and as the need to access an ever increasing volume of Data/Content to deliver insights and impact to their business increases, Snowflake is in a unique position to deliver on the Data Cloud.
The Snowflake Marketplace enables any company/user (“Consumers”) to seamlessly discover and access valuable Data/Applications/Functions from other companies (“Providers”) via Listings.
As a Marketplace Operations Specialist, you will be a key driver of the growth of the Snowflake Marketplace, in a fast changing environment. You will have three main areas of responsibilities:
- Manage several customer-facing workflows to ensure a trusted and vibrant Marketplace, often engaging directly with customers on zoom (core part of the role).
- Identify and implement improvements to the Product and Operations processes to enable us to scale.
- Drive ad hoc projects / initiatives to address gaps and opportunities, e.g., Product launch support. You will work closely with Product and with the Sales/Business Development team.
RESPONSIBILITIES:
- Review Providers and Content submitted daily to the Marketplace to ensure compliance with our Policies to deliver a quality Consumer experience, while replying promptly to providers to ensure a good provider experience.
- Review the Native Applications shared in the listing to ensure that they meet our Functionality requirements, which requires mounting the application and testing its functionality.
- Communicate/troubleshoot directly with Providers via email or zoom calls to help them onboard successfully onto the Marketplace, by highlighting policy, quality and product requirements.
- Identify Product, Policy or internal Process fixes from metrics, analyses, and quality control reviews, as well as Provider and Consumer outreaches.
- Seek out answers internally and take initiative to implement operational solutions and/or work closely with Product by filing detailed bug reports (reproduction steps, logs, queries, etc.) to expedite product fixes.
- Proactively conduct outreach and communications with Marketplace Providers or Consumers to collect feedback, resolve customer problems, and guide users through the Marketplace experience.
- Learn and maintain a thorough working knowledge of Snowflake product features, provider policies, listing flows and CRM tools.
PREFERRED EXPERIENCE:
- Bachelor's degree (BA or BS); Engineering, Computer Science or related a plus
- 3+ years of experience as in an Analytical, Product Specialist, Technical Consulting, Technical Customer Support or Quality Assurance role in a technology company (Marketplace or Applications store experience is a plus)
- Proven track record of hitting SLA targets
- Excellent SQL skills (e.g., Joins, Subqueries, Constraints) – using SQL on a daily basis to solve problems and build dashboards. (Python, Scala, or Java is a plus)
- Excellent written and verbal communication skills
- Comfortable problem solving with customers live via Zoom calls
- Product and Operational mindset, i.e., able to deconstruct large problems into smaller more manageable steps and to diagram new/existing workflows into visual representations (e.g., Lucid, Visio, Confluence)
- Experience with public/private/hybrid cloud and understanding of common ETL (Extract Transform Load) activities