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Build the future of data. Join the Snowflake team.
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.
As a Staff Escalation Manager, you enjoy working with a high-performing and fast-paced team with a high degree of tact, patience, and skill under pressure. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical decisions toward resolving escalations. You possess a positive attitude and outlook and work with high integrity, accountability, attention to detail, planning expertise, and execution. A thorough understanding of business impacts related to technical issues as well as customer sentiment, is a must.
This role will be required to work out of our Toronto, ON office.
YOU WILL:
• 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
OUR IDEAL STAFF ESCALATION MANAGER WILL HAVE:
• 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
