Educational Services Program Support Specialist

Snowflake is about empowering enterprises to achieve their full potential - and people too. With a culture that's all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology - and careers - to the next level.

Snowflake is seeking a Program Support Specialist to collaborate closely with our Educational Services Programs team in driving operational support. This critical role supports technical training delivery, with a focus on project support, Instructor-Led Training programs, financial reporting, and LMS administration. This position will be part of the Educational Services Operations team and will work closely with education program leads (Delivery, Curriculum, Programs, etc.), as well as teams from IT, Marketing, Sales Operations, and external LMS and content vendors as needed.

This role demands a comprehensive understanding of customer training methods (including ILT, vILT/Webinar, public and private sessions, On-Demand, and Certification, etc.), customer support, and financial and analytical reporting. Additionally, this role will have customer support responsibilities (answering cases and emails) along with providing backup support coverage for the coordination team as needed.

• Program Management and Coordination: Planning and managing backlog burndown and reachouts for global teams through strategic planning meetings to ensure timely action item follow-through. This includes providing up-to-date reporting throughout the quarter to show revenue impact and engagement analysis.

• System Administration: In-depth knowledge of system administration, particularly with tools like an enterprise LMS (SeerTech), SFDC and Financial Force(Certinia).

• Support the release of new and updated courses by maintaining pricing and SKU worksheets, calculating new currency prices and training fund uplifts, pre/post release testing, and catalog updates.

• UAT testing for new features/enhancements and new course releases in the LMS.

• Order Management and Reporting: document and maintain financial processes, including bookings, revenue types and forecasting. Maintain backlog tracking, currency conversions, Training Fund/Credit pricing and uplifts, and discounting/regional pricing.

• Support EDU Operations PM team to schedule and plan ad-hoc project meetings, keep PM tool up-to-date and accurate, fill in for primary PMs as needed to keep projects on track

• Coordinate cross-functional communication, ensuring teams and stakeholders are informed and aligned on key updates and requirements as needed

• Assist in managing vendor relationships and support ticket tracking for system improvements.

• Assist in maintaining our LMS, website updates, and technical system integrations using tools like Adobe Experience Manager, Seertech LMS, etc.

• Partner with internal teams (program leads, EDU sales, IT, Finance, SalesOps, Curriculum etc.) to streamline workflows, identify automation opportunities, and document best practices.

• Troubleshoot LMS and customer support issues; provide customer support for time sensitive issues via cases and email

• Maintain and improve process documentation, customer-facing templates, and "How To" articles.

• Build and maintain Salesforce and Certinia reports.

• Cross-train on all EDU programs to provide customer support coverage as needed.

• Advocate for an exceptional customer experience by ensuring all processes and communications are customer-centric.

• Customer Training Business Knowledge: Familiarity with business requirements for product release cycles and change management. As well as comprehensive awareness of both free and paid technical training offerings, techniques, and methodology that create a highly effective end-user training experience.

• Systems: Become proficient in multiple LMS/CMS tools, utilize Adobe suite of products including Adobe Experience Manager, Tableau, and Salesforce/Financial Force/Community/Cases.

• Ensure new course release processes are scalable, repeatable, and efficient. Keep all stakeholders informed and prepared throughout the project lifecycle, while ensuring that reports and supporting materials are consistently updated and accurate.

• BA/BS degree or relevant practical experience.

• Demonstrated experience supporting complex projects, ideally within an Education Services or customer-focused environment.

• 5+ years of experience working in customer-focused education business (for-profit).

• Strong multitasking ability, attention to detail, and capacity to manage multiple concurrent tasks in a high-growth environment.

• Proficiency in maintaining complex spreadsheets in Excel and/or Google Sheets is required.

• Experience with Salesforce objects and Salesforce reporting are required. (opportunities/accounts/projects/milestones)

• Experience with other related Educational systems like PearsonVUE, Certmetrics, Accredible, OpenEdX.

• Exceptional communication skills, with the ability to present plans clearly to management and stakeholders, while fostering strong cross-functional relationships.

• Ability to prioritize and complete high-quality work on concurrent projects and tasks with acute attention to detail.

• Ability to work with technical teams and form relationships with all levels of personnel.

• Adept at process formulation and ability to closely follow detailed instructions without issue.

• Ability to effectively participate in cross-functional collaboration.

• Proficient with LMS administration (Seertech, OpenEdX a plus), Salesforce, GSuite (ex. Google Sheets/docs, Gmail, groups, calendar), Slack, Zoom, MS Excel, BI tools, SurveyMonkey or similar survey tools.

• Basic understanding of web design concepts (html, CSS) and SAML/SSO and OAuth flows are a plus.

• SeerTech LMS experience is a plus.

• SmartSheet PM experience is a big plus.

• BI platform and/or Snowflake experience is a big plus.

The ideal candidate thrives in a fast-paced environment, embraces a highly organized approach, and is eager to learn and refine processes that support rapid growth. This role demands a proactive problem-solver who can manage details with precision while collaborating across departments to accelerate the success of the Educational Services Programs team.

Every Snowflake employee is expected to follow the company's confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company's data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $99,000 - $133,800.
• Additionally, this role is eligible to participate in Snowflake's bonus and equity plan.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.

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