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Senior Account Escalation Manager

| South Bay | Hybrid
Sorry, this job was removed at 1:34 p.m. (CST) on Thursday, September 30, 2021
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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
 
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
 
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

What you get to do in this role:  

ServiceNow is currently seeking a Senior Account Escalation Manager to manage customer accounts requiring an enhanced level of interaction and personalized service during an account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that works to ensure the overall customer satisfaction with our products and services. Note-- THIS IS NOT A SALES OR SALES SUPPORT ROLE

  • Development and Execution of Get-Well Plan-- Understand all aspects of the situation and develop a clear scope and get-well plan.
  • 100% ownership of the account escalation engagement and all activities that make up the get-well plan.
  • Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
  • 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.
  • Regularly report internally to leadership audiences, through C-level, on active account escalation status.
  • Customer champion-- a resource specifically focused on returning the customer environment to a stable state and the customer to a state of satisfaction with ServiceNow, resulting in the continued growth of the account.
  • Up to 10% travel annually

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Qualifications

To be successful in this role you have:


  • Ridiculously high level of EQ
  • Ability to see the bigger picture in situations
  • Possess the type of magnetic personality that naturally builds relationships and instills trust
  • Proven experience in similar roles at other Enterprise Software, ideally ITIL related companies, to include technical account management, program or project management or other leadership roles in account teams.
  • Experience working with Enterprise Software companies.
  • Demonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders, to include problem management and or escalation management.
  • Excellent written and verbal communication skills, with strong presentation and facilitation skills including proficiency in Excel, Word and PowerPoint.
  • Demonstrated ability to influence and consult, e.g. providing options with pros, cons and risks, while providing thought leadership to sponsors and or stakeholders in solving governance, project management, business process and or technical problems.
  • Strong interpersonal skills
  • Ability to effectively work in a culturally diverse environment
  • Proven team player and team builder
  • Strong organizational and analytical skills
  • Personal commitment to customer satisfaction
  • Experience dealing with technical end-users in a support role
  • Familiarity with SaaS deployments and its supporting architecture
  • A degree or equivalent, preferably in Information Technology, and proven experience in consulting and project management
  • PMP certification is a plus
  • ServiceNow Platform experience is a plus
  • ITIL Foundations, or higher, Certification preferredWe provide competitive compensation, generous benefits and a professional atmosphere. 

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Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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