Senior Escalation Manager

Senior Escalation Manager

Requirements

• B.S. or M.S degree in CS, MIS, or equivalent discipline/work experience
• 4+ 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
• 4+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
• 3+ 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

Responsibilities

• Coordinate efforts to resolve critical customer issues, major interruptions, and client-impacting events
• Effectively prioritize all related escalation tasks with minimal oversight
• 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
• 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 develop 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 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

Preferred Qualifications

No preferred qualifications provided.