Senior Account Escalation Manager
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
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.
JB0012903
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.