Murray Dematties
Staff Escalation and Incident Manager at Snowflake
- Role
- Senior Escalation and Incident Manager at Snowflake
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
About Murray Dematties
Objective: Senior service/support or partner service management role within a high growth & marketing driven enterprise.Summary: Strategic, team-oriented customer service & support leader and advocate with global experience, including startups and large enterprises. Effective in developing, motivating and leading customer support teams and operations, strategic service initiatives, partner support and technology tools and implementations focused on delivering a superior customer experience and loyalty while ensuring clear alignment to corporate goals and achieving bottom line measurable results.Experience:• Situation Management: Critical Situation Management – Escalation Management, including leadership, accountability and concise internal and external C level engagement and communications.• Support Operations: Staffing, directing and motivating software and hardware support teams/functions• Partner Services: Program Development and Management, Training and Measurements (ISPs, Americas and ASPs, EMEA and APAC).• Call Center Support SOPs/Tools: CRM (Sales Force/Others), ACD, IVR, CTI, SW Engineering Tools (JIRA)• Product Introductions: Cross functional Project Management - scheduling, tracking and launch execution to plan• Support/QA/Engineering Engagement & Coordination - tracking to achieve timely critical business impacting issue resolution.• Training Services: Development & delivery of internal, external as well as partner training programs.• TQM and ISO: All aspects; planning to execution.
Experience
Senior Escalation and Incident Manager
Sep 2021 — Present · US
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