Staff Escalation Manager

Highlights

• Own medium to high-complexity escalations for highly visible Snowflake customers.
• Lead action plans across teams and deliver customer-facing post-mortems and RCAs.
• Use AI tools to aggregate data, spot patterns, and accelerate root-cause analysis.

Ideal candidate

Calm, low-ego customer advocate who thrives in ambiguity and owns complex escalations end-to-end. AI-curious mentor who aligns cross-functional teams and turns tough situations into long-term trust.

Requirements

• Manage medium to high-complexity customer and account escalations independently
• Analyze multi-source data to assess customer situations and drive long-term solutions
• Influence cross-functional teams and build consensus before customer commitments
• Create and deliver customer-facing post-mortems and RCAs
• Use AI tools to aggregate data and accelerate root-cause analysis
• Mentor junior staff on escalation practices and embody Snowflake values