Snowflake

Escalation Manager

California, United States

$109,000 – $166,100Compensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Data & Analytics, Cloud Data PlatformIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full-Time
  • Salary: $109K - $166.1K

Snowflake Support is dedicated to delivering high-quality resolutions that drive data-driven business insights and results. Our team of subject matter experts collaborates to ensure customer success, building partnerships through active listening, learning, and connection. Snowflake's core values—putting customers first, acting with integrity, owning initiative and accountability, and getting it done—guide our approach to world-class Support.

The Snowflake Support team is expanding, and we are seeking an Escalation Manager to join us. This role is crucial in helping our customers achieve their business goals by providing outstanding service and support to our most critical customers during times of need.

As an Escalation Manager, you will thrive in a high-performing, fast-paced team environment, demonstrating tact, patience, and skill under pressure. You are results-oriented, utilizing data, metrics, and open feedback to make informed operational and tactical decisions for resolving escalations and incidents. A positive attitude, high integrity, accountability, attention to detail, planning expertise, and strong execution are essential.

Responsibilities

  • Coordinate efforts to resolve critical customer issues, major interruptions, and client-impacting events.
  • Collaborate with Snowflake on-call engineers and monitor online activity data for multiple Snowflake Services to identify Service disruptions.
  • Engage with and coordinate other teams, including Sales, Professional Services, Support, and Engineering, to effectively resolve escalated situations.
  • Develop strong internal partnerships with Sales, Services, Support, and Engineering.
  • Work with a global mindset as part of a team of Escalation Managers.
  • Partner with Engineering and Product Management on the resolution of specific issues that may block customer progress.
  • Demonstrate strong judgment in escalation management and problem mitigation, making timely decisions from both business and technical perspectives.
  • Effectively advocate for required solutions to ensure the best customer experience.
  • Understand both proactive and reactive escalation management practices, including analyzing and applying data to decision-making processes.
  • Develop plans of action for customers by understanding proactive and reactive data points.
  • Maintain and update the cloud services page for customers in collaboration with the team.
  • Manage customer-facing communications for escalations, including the development and execution of a “Get Well Plan,” ensuring a clear scope and understanding of all aspects of the situation.
  • Maintain disciplined and regular communications within accounts, building credibility through timely action and responsiveness during account escalations.
  • Effectively communicate critical issue status (verbally and written) to executive staff, sales teams, and other involved parties.
  • Utilize contextual interpretation and writing skills to summarize extensive information into concise and readable paragraphs.
  • Translate technical information and issues into business cases, impacts, and risks easily understandable by the customer.
  • Meet deliverable timelines for pre-scheduled activities and events, such as customer, team, and executive updates.
  • Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns.
  • Participate in a weekend on-call rotation.
  • Review and analyze customer health trends to proactively identify and resolve issues before customers escalate.

Requirements

  • Excellent abilities in office applications, with a preference for Gsuite (documents, spreadsheets, and presentations).

Skills

Customer Issue Resolution
Incident Management
Data Monitoring
Cross-team Collaboration
Operational Decision-Making
Tact and Patience
Attention to Detail
Planning and Execution
Global Teamwork

Snowflake

Data management and analytics platform

About Snowflake

Snowflake provides a platform called the AI Data Cloud that helps organizations manage and analyze their data. This platform allows users to store and process large amounts of data efficiently, offering services like data warehousing, data lakes, data engineering, data science, and data sharing. Snowflake's system works by uniting data from different sources, enabling secure sharing and performing various types of analytics. What sets Snowflake apart from its competitors is its ability to operate seamlessly across multiple public clouds, allowing users to access their data from anywhere. The company's goal is to help businesses leverage their data for better decision-making by providing a flexible subscription-based service that scales according to their needs.

Bellevue, WashingtonHeadquarters
2012Year Founded
$1,341.3MTotal Funding
IPOCompany Stage
Data & Analytics, Enterprise Software, AI & Machine LearningIndustries
5,001-10,000Employees

Benefits

We've got your back - We offer comprehensive health insurance plans, health savings accounts, robust retirement plans, and generous life and disability insurance.
A Balanced Lifestyle - All Snowflakes have access to our weekly online lunch and learns, virtual workout classes, and ergonomic work-from-home equipment. We offer on-demand mental health and wellness programs to support our employees and their families.
Your People Matter - Help offset the cost of growing your family with our fertility benefits and family planning resources. Count on our generous time-off and various leave plans for you to rest, refuel, and sustain a great work-life balance.
Global Snowflake Team - No matter where you are in the world, we will get you connected and supported with a work-from-home setup.
Treat Yourself - Personalize your Snowflake benefits by tapping into our employee discounts and pre-tax selections.
Invest In Your Future - Eligible employees enjoy new hire equity, Employee Stock Purchase Plan (ESPP), and a quarterly bonus or commission program.

Risks

Integration challenges from Datavolo acquisition may disrupt operations and customer service.
Increased competition from Mistral AI could challenge Snowflake's market position.
Convertible senior notes pricing may increase financial pressure if market conditions worsen.

Differentiation

Snowflake offers a unified platform for diverse data workloads, unlike traditional solutions.
The AI Data Cloud enables near-unlimited scale and performance for data mobilization.
Snowflake's seamless multi-cloud experience ensures efficient data operations across locations.

Upsides

Acquisition of Datavolo enhances Snowflake's open data integration capabilities.
Investment in Metaplane boosts AI-driven data quality solutions for Snowflake users.
Snowflake Ventures' investment in Hex expands accessibility of data tools to non-technical users.

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