Manager, Escalation Management

Build the future of the AI Data Cloud. 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 Manager to lead our Escalation Management Team.

As a Manager of Escalation Management, you will help our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need.  You possess an excellent track record of leading high-performance teams in multiple aspects, extensive experience in the areas of Technical Support and Support Escalations, and the proper skills to create operational, tactical and strategic goals for the Escalations organization.  You have broad experience creating detailed proactive and reactive business models, analyses and processes all of which have fueled your past success.  A thorough understanding of the processes that drive consistent Escalation Management results and the business impacts related to technical issues is a must. 

YOU WILL:

• Have global team responsibility to deliver excellent customer care and support  in a 24x7x365 SaaS environment

  • This includes hiring, development, training, and skills management for a team of Escalation Managers

• Possess a positive attitude and outlook and take a diplomatic approach to all situations.

• Navigate and steer difficult situations toward positive outcomes

• Make data-driven decisions to improve operational quality and efficiency.

• Perform case quality reviews and coach team members toward driving improved customer experience

• Foster and grow relationships across product and engineering functions for knowledge building, escalation engagement, new feature readiness, and product feedback

• Establish good working relationships with customer-facing teams (sales, support account management, professional services, etc)

• Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.

• Be the agent of change for new business processes, technology, and transformation

• Lead by example to cultivate and maintain a culture built on teamwork and collaboration

• Manage to the organizational and departmental objectives

• Establish and implement relevant metrics and measures for success

• Build future-proof processes and automation to enable scale across teams and products

• Ensure quality work in all aspects of Escalation Management in support tickets,  customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.

• Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365.

• Responsible for engaging and managing escalations to a minimum of  30% of their time.

• Promote continuous improvement based on data-driven conversations

• Leverage metrics to make strategic decisions, concentrating on results

• Deliver scheduled updates to internal and external stakeholders, including C-level individuals

OUR IDEAL MANAGER OF GLOBAL ESCALATION MANAGEMENT WILL HAVE:

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

• 6+ years of technical support and service management experience;  2+ years in a supervisory role is required

• 3+ years of experience in a customer-facing role managing either escalations or incidents.

• Experience managing Enterprise support in a large and complex environment in a web-based service and technology

• A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care

• Proven capability of delivering on departmental goals and key metrics

• Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal

• Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted

• A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards 

• Strong analytical and problem-solving skills

• Strong technical aptitude and excellent communication and negotiation skills, both oral and written

• Ability to adapt, to be flexible, and to learn quickly in a dynamic environment

• Excellent teaming skills and the ability to work with virtual and global cross-functional teams

This role follows a hybrid work model and requires onsite presence at our Atlanta or Toronto office.

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.

How do you want to make your impact?