Staff Escalation Manager

Snowflake•Dublin, CA

About The Position

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections. Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do. Snowflake’s Support team is expanding! We are looking for a Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need.

Requirements

B.S. or M.S degree in CS, MIS, or equivalent discipline/work experience
8+ years of working as an Escalation Manager in a Support environment with related experience with a proven track record of delivering business value and improvement
8+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
5+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, or other Support Delivery based organizations
Excellent verbal, written, communication, and active & receptive listening skills
Incredibly high levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and customers
The ability to adapt, take initiative, be flexible, and learn quickly in a dynamic environment
Excellent teaming skills, able to work with virtual and global cross-functional teams
ITIL certification v3/v4 or an in-depth understanding of the ITIL framework
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.

Responsibilities

Work independently coordinating efforts to resolve complex, critical customer issues, major interruptions, and client-impacting events
Effectively prioritize all related escalation tasks independently
Collaborate with Snowflake on-call engineers, and monitor online activity data for multiple Snowflake Services to identify Service disruptions
Coordinate and engage with other teams such as Sales, Professional Services, Support, and Engineering to effectively resolve escalated situations
Develop strong partnerships internally with Sales, Services, Support, and Engineering
Work with a global mindset as part of a team of Escalation Managers
Serve as a mentor to junior staff on escalation practices
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress
Demonstrate strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives
Effectively advocate for required solutions to provide the best customer experience
Understand both proactive and reactive escalation management practices and how to analyze and apply data to a decision making process
Understand proactive and reactive data points to develop a plan of action for our customers
Manage customer-facing communications for Escalations as well as the development and execution of a “Get Well Plan”, understanding all aspects of the situation and developing a clear scope and get well plan
Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation
Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
Utilize your contextual interpretation and writing skills to summarize pages of information into concise and readable paragraphs effectively
Understand and translate complex technical information and issues into business cases, impacts, and risks that the customer can easily interpret
Have excellent abilities in office applications (Gsuite preferred) for documents, spreadsheets, and presentations
Meet deliverable timelines based on 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 weekend on-call rotation
Review & analyze Customer health trends to proactively identify and resolve issues, preventing customer escalations
Coordination with all internal subject matter experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the account escalation
Customer champion, a resource specifically focused on returning the customer environment to a stable state and the customer to a state of satisfaction with Snowflake, resulting in the continued growth of the account