Senior Account Escalation Manager

Job Description

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We are disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better.

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.

Responsibilities:

• 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:

• 7+ years of relevant experience in support, Account management, escalations and critical incident management.
• Proven experience in similar roles in Enterprise Software companies, such as technical account management, program or project management, or other leadership positions within account teams.
• 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.
• You possess a remarkably high level of EQ, allowing you to navigate complex situations with empathy and understanding.
• You can see the bigger picture and understand how individual actions contribute to overall success.
• Your magnetic personality naturally fosters trust and rapport with clients and colleagues.
• 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.
• Experience in dealing with technical end-users and providing support.
• You provide thoughtful options, considering pros, cons, and risks. Your thought leadership guides sponsors and stakeholders in solving governance, project management, business process, and technical challenges.
• You thrive in culturally diverse environments and work effectively with people from various backgrounds.
• As a proven team player and builder, you contribute to a positive work environment.
• Excellent written and verbal communication skills, with strong presentation and facilitation skills including proficiency in Excel, Word and PowerPoint.
• A degree or equivalent, preferably in Information Technology, and proven experience in consulting and project management

Desired Skills

• Familiarity with SaaS deployments and their supporting architecture is a plus.
• PMP certification, ServiceNow Platform experience, ITIL Foundations, or higher Certification plus