Manager, Premium Support

This is a new, high-impact leadership role within Premium Support. You will initially operate across people leadership, technical escalations, commercial partnership, and program development, helping Collibra strengthen the current Premium Support experience while shaping how the organization grows. As the model proves successful and the team expands, the scope and supporting structure will continue to evolve.

You’ll lead Technical Account Engineers who serve as trusted technical partners to our Premium customers, building relationships, anticipating risk, and helping customers navigate complex issues and get more value from Collibra. Your opportunity is to make that experience more consistent, demonstrate the impact it has for customers and the business, and build a team and operating model that can grow.

This is a hybrid role based in our Raleigh office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.

• Leading, hiring, and developing Technical Account Engineers through clear expectations, thoughtful onboarding, coaching, and meaningful feedback.
• Working closely with Premium customers, supporting TAEs in key customer moments and QBRs, and reviewing account plans to ensure commitments stay on track.
• Ensuring the team delivers the proactive guidance and support customers expect from Premium Support, using customer feedback and performance data to identify risks and improve delivery.
• Partnering with Account Executives, Customer Engineering, and Renewals to support retention, identify opportunities, and make the value of Premium Support clear.
• Improving how Premium Support operates, including standard operating procedures, internal tools, ticketing workflows, reporting dashboards, and knowledge sharing.
• Measuring and communicating the impact of the TAE program, including the value TAEs are creating for customers and the business.

• Experience leading a technical account management team in an enterprise software environment, with a strong understanding of technical support and how the two work together.
• The technical judgment to support your team through complex customer situations and communicate clearly with technical and nontechnical audiences.
• A record of hiring, developing, and coaching people to improve individual and team performance.
• Experience using account plans, customer signals, and performance data to identify risk, prioritize work, and keep teams proactive.
• An understanding of how a dedicated support offering creates value for customers and the business.
• 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.
• Experience with a premium, premier, or dedicated support model is a plus.

• A leader who gives people both the support and accountability they need to do their best work.
• Comfortable making decisions when customer needs are urgent and the path forward is unclear.
• Able to build trust across teams and turn competing priorities into action.
• Curious about what customers need beyond the issue in front of you.
• Motivated by the chance to improve an offering while leading the people who deliver it.

• In your first three months, you’ll build relationships with your team and key partners, understand how Premium Support is delivered today, and identify the most pressing opportunities to improve it.
• Within six months, you’ll be coaching the team against clear expectations, guiding complex customer situations, and putting improvements to delivery into practice.
• Within your first year, you’ll have helped create a stronger, more consistent Premium Support experience and shaped how the team operates as the offering grows.