Manager, Escalation Management

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🔥 1 hour ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $112k - $147k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Snowflake

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2012

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Snowflake is a cloud-based data platform and data warehouse-as-a-service. It enables organizations to store, process, analyze, and share large volumes of structured and semi-structured data across multiple clouds, with separated scalable compute and storage, built-in security and data-sharing capabilities, and support for analytics and machine-learning workloads. Snowflake is delivered as a managed SaaS offering for enterprise customers and is primarily marketed and sold as a B2B product.

📋 Description

• 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

🎯 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

🏖️ 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