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About the Role

Snowflake Support is seeking a Staff Escalation Manager to join their team. This role focuses on providing outstanding service and support to critical customers during urgent situations, aiming to help them achieve their business goals. The ideal candidate will be results-oriented, possess strong judgment, and act as a customer champion to ensure customer satisfaction and account growth.

Responsibilities

• Coordinate efforts to resolve complex, critical customer issues, major interruptions, and client-impacting events independently.
• 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.
• Engage with other teams such as 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.
• 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.
• Make timely decisions from both business and technical perspectives.
• Advocate for required solutions to provide the best customer experience.
• Understand proactive and reactive escalation management practices and how to apply data to decision-making.
• Develop a plan of action for customers using proactive and reactive data points.
• Manage customer-facing communications for Escalations and develop/execute a “Get Well Plan”.
• Maintain disciplined and regular communications within accounts during escalations.
• Communicate critical issue status (verbally and written) to executive staff, sales teams, and other involved parties.
• Summarize information into concise and readable paragraphs.
• Translate complex technical information and issues into business cases, impacts, and risks for the customer.
• Meet deliverable timelines based on pre-scheduled activities and events.
• Manage customer escalations, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns.
• Participate in weekend on-call rotation.
• Review and analyze Customer health trends to proactively identify and resolve issues, preventing customer escalations.
• Act as the primary decision point for all active customer activities pertaining to the account escalation.
• Function as a customer champion focused on returning the customer environment to a stable state and achieving customer satisfaction.

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.
• 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.
• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams.
• Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and customers.
• 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.
• Proficiency in office applications (Gsuite preferred) for documents, spreadsheets, and presentations.

Skills

• AI-native thinking
• Problem-solving
• Data analysis
• Customer relationship management
• Technical issue resolution
• Communication
• Interpersonal skills
• Planning
• Execution
• Business acumen
• Customer sentiment analysis
• Mentoring
• Judgment
• Decision-making
• Written communication
• Verbal communication
• Active listening
• Receptive listening
• Emotional intelligence
• Empathy
• Proactivity
• Adaptability
• Flexibility
• Quick learning
• Teaming
• Global mindset
• ITIL framework understanding

Experience Level

• Staff level
• 8+ years of experience as an Escalation Manager
• 8+ years of cloud environment experience
• 5+ years of enterprise customer relationship management experience

Education Level

• B.S. or M.S. degree in CS, MIS, or equivalent discipline/work experience

About the Company

• Snowflake is powering the era of the agentic enterprise.
• 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.
• 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.

Equal Opportunity

• 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