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Snowflake SENIOR ESCALATION MANAGER - NIGHT SHIFT THU MON PM IST 
India, Maharashtra, Pune 
905522901

10.09.2024

As an

YOU WILL:

  • Coordinate efforts to resolve critical customer issues, major interruptions, and client-impacting events
  • Collaborate with Snowflake on-call engineers, 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
  • Work with a team to maintain and update the cloud services page for 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 effectively summarize pages of information into concise and readable paragraphs
  • Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
  • 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 pro-actively identify and resolve issues before the customer escalates
  • Co-ordination 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

OUR IDEAL ESCALATION MANAGER WILL HAVE:

  • B.S. or M.S degree in CS, MIS or equivalent discipline
  • Technical competency in cloud environments, data warehouse architectures and software development methods
  • 3+ 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
  • 2+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
  • 2+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, or other Support Delivery based organizations
  • Expertise in business productivity applications (Microsoft Office, GSuite) as well as CRM applications (Salesforce preferred)
  • 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 indepth understanding of the ITIL framework is a must
  • Technical competence in Service/Platform/Infrastructure(SaaS/PaaS/IaaS) architectures, application, use and management
  • Excellent verbal, written, communication and receptive listening skills
  • 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 clients
  • Ability to adapt, to be flexible, and to learn quickly in a dynamic environment
  • Strong teaming skills, and able to work with virtual and global cross-functional teams
  • Excellent judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives.
  • An understanding of both proactive and reactive escalation management practices and how to analyze and apply data to a decision making process.
  • 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 indepth understanding of the ITIL framework is a must