Support Escalation Manager

Job Description

About Snowflake Snowflake is growing fast and we’re scaling our team to help enable and accelerate our growth. We’re passionate about our people, our customers, our values and our culture! We’re also looking for people with a growth mindset and the pragmatic insight to solve for today while building for the future. And as a Snowflake employee, you will be accountable for supporting and enabling diversity and belonging. Snowflake started with a clear vision: make modern data warehousing effective, affordable, and accessible to all data users. Because traditional on-premises and cloud solutions struggle with this, Snowflake developed an innovative product with a new built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions.

The Support Escalation Manager serves as the single point of contact for escalated cases and account level escalation. Reporting directly to the Director of Customer Support.

This key role is responsible for:

• managing internal and external communication
• driving troubleshooting and partnering with Engineering & Product teams
• providing a satisfactory resolution of specific escalated technical issues
• to manage customer accounts requiring an enhanced level of interaction and personalized service during an account-level escalation

This Support Escalation Manager is expected to be available on an as-needed basis to investigate and manage escalated customer issues in a shift pattern within the Global Customer Support team. The Escalation Manager establishes a trusted short-term advisor relationship that works to ensure the customer's overall satisfaction with our products and services. Time management skills and a customer-focused consultative approach to technical support is essential.

About the Role:

• Directly engage in day to day internal and external escalations for our global customer base
• Work closely with Product Management and Engineering teams to ensure alignment on priorities as well as ongoing communication on updates to active escalations
• Develop, own, and drive action plan for escalations, serving as the central point of contact within Support for customer escalations
• Monitor, review and report top support requests and escalations regularly and make recommendations for continuous improvement of product and processes
• Act as technical point of escalation for Support team, helping to deliver excellent customer service
• Effectively communicate critical issue status to executive staff, sales teams, and other internal stakeholders
• Demonstrate strong judgment at risk management and problem mitigation, as well as identifying pervasive issues and trends
• Available, as needed, to manage escalated customer issues beyond the normal business day, including weekends and holidays

Responsibilities:

• Development and Execution of Get-Well Plan: Understand all aspects of the situation and develop a clear scope and get-well plan.
• 100% ownership of the account escalation engagement and all activities that make up the get-well plan.
• Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
• Co-ordination with all internal subject matter experts and stakeholders, acting as the focal/decision point for all active customer activities pertaining to the account escalation.
• Regularly report internally to leadership audiences, through C-level, on active account escalation status.
• Review & analyze Customer health trends to proactively identify and resolve issues before the customer escalates.
• Customer champion: a resource specifically focused on returning our customer’s environment to a stable state and the customer to a state of satisfaction with Snowflake, resulting in the continued growth of the account.

In order to be successful in this role, we need someone who has:

• Ability to see the bigger picture in situations
• Demonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders, to include problem management and/or escalation management.
• Possess the type of magnetic personality that naturally builds relationships and instills trust
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Excel, Word, and PowerPoint).
• Experience working with Enterprise Software companies.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving governance, program/project management, business process and/or technical problems.
• Ability to effectively work in a culturally diverse environment
• Strong interpersonal skills and Proven team player and team builder
• Strong organizational and analytical skills
• Personal commitment to customer satisfaction
• Experience dealing with technical end-users in a support role
• Familiarity with SaaS deployments and its supporting architecture
• A degree or equivalent, preferably in Information Technology, and proven experience in consulting and project management
• PMP certification is a plus
• Snowflake experience is a plus

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.