Program Support Specialist, Educational Services

Build the future of the AI Data Cloud. Join the Snowflake team.

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 courseware development project management, website design support, event management, and system implementations and enhancements to help Snowflake Education provide world-class training to our Customers, Partners, and Internal teams.

This position will be part of the Educational Services Operations team and will work closely with education program leads (Customer Experience, Curriculum, Programs, etc.), as well as teams from IT, Marketing, Sales Operations, and external LMS and content vendors.

You will support the release and maintenance of EDU products, helping to ensure a smooth delivery for each rollout. With training on existing processes, you will document updates to drive continuous improvement. In addition, support the team's preparation for seamless system enhancements and the rollout of new or updated courses (both Instructor-Led Training (ILT) and On-Demand), ensuring minimal disruption to our rapidly expanding customer training operations. You will ensure the timely and efficient completion of tasks and projects, managing budgets as applicable. Your responsibilities include assisting in planning and allocating project resources, tracking progress, and keeping stakeholders informed at every stage of the project lifecycle.

This role demands strong expertise in project management, website support, customer-facing LMS and eCommerce system design and administration, system integration, development lifecycle management, and vendor coordination. A comprehensive understanding of customer training methods (including ILT, vILT, public and private sessions, On-Demand, and Certification, etc.), customer support, and financial and analytical reporting is essential. Additionally, this role will have customer support responsibilities (answering cases and emails) along with providing backup support coverage as needed.

PRIMARY RESPONSIBILITIES :

• Assist program managers by creating and managing task lists, tracking project milestones, and ensuring timely completion of deliverables.
• Coordinate cross-functional communication, ensuring teams are informed and aligned on key updates and requirements.
• Assist in managing vendor relationships and support ticket tracking for system improvements.
• Support the release of new and updated courses, including multi-currency pricing, NPI processes, and catalog updates.
• Attend NPI (New Product Introduction), CPQ (Configure, Price, Quote Software), and development UAT calls to track project and enhancement progress
• Attend vendor, content, and technical planning meetings to capture key insights and ensure follow-through on action items.
• Collaborate with the content development team to ensure quarterly project timelines are met and stakeholders remain informed.
• Assist in implementing and maintaining LMS, website updates, and technical system integrations using tools like Adobe Experience Manager, Seertech LMS, etc.
• Provide ongoing support for localization projects.
• Collaborate with the Legal team to develop and update Statements of Work (SOWs) and course data sheets.
• 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; serve as a backup for general customer support needs.
• Maintain and improve process documentation, customer-facing templates, and "How To" articles.
• Must have an understanding of Salesforce objects (opportunities, quotes, accounts, contacts etc.)
• Knowledge of Financial Force (projects / milestones) and ability to build and maintain Salesforce 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.
• Schedule and plan ad-hoc project meetings

KEY FOCUS AREAS :

OUR IDEAL CANDIDATE :

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?