At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work.

Staff Escalation Manager

Our Staff Escalation Manager reviews automatic and manual escalation nominations and can quickly assess the viability of the escalation request. They can strike the proper balance between serving customers' needs and being Snowflake ambassadors. They assemble multiple data points from different systems to create an overall picture of the customer's current situation.

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

Staff Escalation Manager