Escalation Manager

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).