Senior Escalation Manager

This is a fully remote position, open to applicants in Japan.

📋 Description

• Take complete ownership of coordinating critical customer escalations from the initial triage to resolution and execution of Get Well Plans.

• Develop and implement data-driven get-well plans for account-level escalations.

• Leverage AI tools to evaluate health data, highlight trends, summarize information, identify risk signals and escalation patterns, and expedite root-cause analysis while confirming outputs.

• Oversee Snowflake services for any disruptions and collaborate with on-call engineers, Sales, Professional Services, Support, and Engineering teams.

• Act as the main communication hub for active escalations, providing timely updates to customers, executives, C-level stakeholders, and internal teams.

• Convert complex technical issues into business implications, risks, and remediation strategies.

• Analyze customer health trends and proactive escalation indicators to resolve issues before they escalate.

• Foster cross-functional partnerships across Sales, Engineering, Product, and Support teams.

• Organize customer-facing post-mortems and root cause analyses (RCAs).

• Present escalation programs, processes, and principles to internal teams.

• Provide mentorship and guidance to new and junior team members.

• Maintain and update communications for customer-facing cloud services.

• Work the night shift from 9 PM to 6 AM JST.

⛳️ Requirements

• BS/MS in Computer Science, Management Information Systems, or a related field.

• A minimum of 5 years as an Escalation Manager in a Support environment with a proven track record.

• At least 3 years of experience with one major cloud platform: AWS, Azure, or GCP.

• Over 3 years managing enterprise customer relationships within Technical Support or Support Delivery.

• Proficiency in using and critically validating AI-assisted workflows for data analysis, trend detection, escalation patterns, root-cause analysis, communications, and summaries.

• Technical expertise in SaaS/PaaS/IaaS architectures, data warehouse environments, and cloud infrastructure.

• ITIL v3/v4 certification or equivalent comprehensive framework knowledge.

• Proficient in CRM systems, preferably Salesforce, and productivity tools like GSuite/Microsoft Office.

• Outstanding written and verbal communication skills, including the ability to summarize information for executive-level audiences.

• Capable of conveying critical issue statuses to C-level executives.

• High emotional intelligence, empathy, and the ability to advocate for both customers and internal teams.

• Strong judgment and timely decision-making abilities from both business and technical perspectives.

• Ability to approach problems holistically and develop stakeholder-aligned action plans.

• Competent in working effectively across global, virtual, and cross-functional teams.

• Preferred: experience with AI-powered support tools or workflow automation.

• Preferred: familiarity with Snowflake or modern data platform architectures.

• Preferred: experience with incident management platforms and on-call tools.

• Preferred: experience in presenting programs or processes to cross-functional audiences.

• Must have current authorization to work in the country where the candidate is applying.

🏝️ Benefits

• Participation in the weekend on-call rotation.

• Snowflake Candidate Privacy Notice and application support for work authorization/immigration timelines.