Senior Escalation Manager

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Snowflake

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2012

💼 Consulting

📣 Marketing

Consulting • Marketing • Cloud Computing

Snowflake is a cloud-based data-warehousing company that provides a platform for data storage, processing, and analytics. It allows businesses to store data in a centralized location and perform complex queries and analytics on that data efficiently. Snowflake is designed to handle a wide range of data workloads and can scale dynamically to meet the needs of growing businesses.

📋 Description

• Own end-to-end coordination of critical customer escalations from initial triage through resolution and Get Well Plan execution • Create and execute data-driven get-well plans for account-level escalations • Use AI tools to analyze health data, surface trends, summarize information, identify risk signals and escalation patterns, and accelerate root-cause analysis while validating outputs • Monitor Snowflake services for disruptions and engage on-call engineers, Sales, Professional Services, Support, and Engineering • Serve as the primary communication hub for active escalations and provide timely updates to customers, executives, C-level stakeholders, and internal stakeholders • Translate complex technical issues into business impact, risks, and remediation plans • Review customer health trends and proactive escalation indicators to address issues before escalation • Develop cross-functional partnerships across Sales, Engineering, Product, and Support • Coordinate customer-facing post-mortems and RCAs • Present escalation programs, processes, and principles to internal teams • Mentor and provide direction to new and junior team members • Maintain and update customer-facing cloud services communications • Work the nightshift between 9pm and 6am JST

🎯 Requirements

• BS/MS in CS, MIS, or equivalent • 5+ years as an Escalation Manager in a Support environment with a proven track record • 3+ years with at least one major cloud platform: AWS, Azure, or GCP • 3+ years managing enterprise customer relationships in Technical Support or Support Delivery • Ability to use and critically validate AI-assisted workflows for data analysis, trend detection, escalation patterns, root-cause analysis, communications, and summaries • Technical competency in SaaS/PaaS/IaaS architectures, data warehouse environments, and cloud infrastructure • ITIL v3/v4 certification or equivalent in-depth framework knowledge • Expertise in CRM, preferably Salesforce, and productivity tools including GSuite/Microsoft Office • Exceptional written and verbal communication and executive-level summarization skills • Ability to communicate critical issue status to C-level individuals • High EQ, empathy, and ability to advocate for customers and internal teams • Strong judgment and timely decision-making from business and technical perspectives • Ability to view problems holistically and create stakeholder-aligned action plans • Ability to work effectively across global, virtual, cross-functional teams • Preferred: experience with AI-powered support tooling or workflow automation • Preferred: familiarity with Snowflake or modern data platform architectures • Preferred: experience with incident management platforms and on-call tooling • Preferred: experience presenting programs or processes to cross-functional audiences • Must be currently authorized to work in the country to which the candidate is applying

🏖️ Benefits

• Participation in weekend on-call rotation • Snowflake Candidate Privacy Notice and application support for work authorization/immigration timelines