Manager, Escalation Management

About the role

Snowflake is seeking a Manager of Escalation Management to lead our team in providing outstanding service and support to our most critical customers in their most important time of need. The ideal candidate will have a proven track record in technical support and service management, with experience in managing escalations and incidents in a large, complex environment.

Responsibilities

• Global team responsibility to deliver excellent customer care and support in a 24x7x365 SaaS environment
• Hire, develop, train, and manage a team of Escalation Managers
• Navigate and steer difficult situations toward positive outcomes
• 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
• Engage and manage escalations to a minimum of 30% of their time
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration
• Ensure quality work in all aspects of Escalation Management
• Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations
• Leverage metrics to make strategic decisions, concentrating on results
• Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Requirements

• 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

Qualifications

• 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

Skills

• Technical aptitude
• Communication and negotiation skills
• Problem-solving skills
• Teamwork and collaboration
• Adaptability and flexibility

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• Flexible spending & health savings account
• At least 12 paid holidays
• Paid time off
• Parental leave
• Employee assistance program
• Other company benefits