Staff Escalation Manager

A Staff Escalation Manager relies heavily on reporting and analysis to translate the overall customer situation into a consumable view for management.

Your Responsibilities:

Work on non-routine problems that require techniques for which solutions are not always established

Work within defined processes and helps determine the appropriate approach for new
issue types

Work independently with almost no supervision on day-to-day operations

Prioritize tasks to manage their escalation queue effectively, rarely requiring input from their managers

Serve as a mentor to junior staff on escalation practices; however, has no direct supervisory responsibilities

Optimize AI-assisted workflows for escalation management, refining prompt strategies and tooling to improve team efficiency and output quality

In this role, you will:

Own medium to high complexity cases and account escalations that may require a higher technical aptitude

Work independently to define strategies for addressing highly complex escalations

Leverage data from escalation models to drive and influence action on escalations

Use AI tools independently to aggregate multi-source data, identify escalation patterns, and accelerate root-cause analysis, serving as a resource for peers on effective AI usage

Suggest improvements to the overall escalation process and methodology

Lead escalations for highly visible customers, including those nominated by senior leadership

Able to prioritize and manage multiple highly visible escalations, keeping all parties updated on progress regularly

Drive internal team alignment in preparation for customer meetings

Drive consensus from all necessary internal resources at the appropriate level before making commitments on behalf of Snowflake

Expertly navigates the right teams using the appropriate channels to create the action plan

Ability to influence resources across cross-functional teams involved in handling the escalation

Ability to take a big-picture approach to determine the root cause of escalations to ensure an adequate long-term solution is provided

Work independently across the org to create, polish, and send customer-facing post-mortems/RCAs based on the specifics of the escalation

Customer Advocacy:

Demonstrate strong escalation management practices to address customer issues for the long term

Provide guidance and mentorship in quality escalation management to team members

Present the Global Escalation program, process, and principles to an internal and external audience

Continuously monitor and keep a pulse on the customer's temperature

Demonstrate heightened awareness of the overall customer situation, how the customer responds to progress updates, and pivot approach as needed to drive customer satisfaction

Team Player and Community:

Proactively help others

Develop expertise in others

Cool under challenging situations; holds things together in tough times

Comfortable with ambiguity and making difficult decisions

Embody Snowflake Values, acting as a role model to more junior team members

Participate in the hiring process as a key interviewer and demonstrates the ability to assess the skills and potential of interview candidates accurately

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?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com