Sr Account Escalation Manager
Sr Account Escalation Manager
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Job Description
Job Description
What you get to do in this role:
ServiceNow is currently seeking a Sr Account Escalation Manager to manage proactive escalation engagements. Delivering an enhanced level of interaction and personalized service to accounts that require proactive support. The Account Escalation Manager establishes a trusted shortterm 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:
- Primary focus on delivering proactive engagements through the Preventative Escalation models.
- Understand all aspects of the engagement and develop a clear scope and getwell plan.
- 100 ownership of the proactive account escalation engagement and all activities that make up the getwell plan.
- Maintain disciplined and regular communications within accounts from Clevel executives to front line administrators while building credibility through timely action and responsiveness during the proactive engagement.
- Coordination with all internal subject matter experts and stakeholders acting as the primary decision point for all active customer activities pertaining to the proactive account escalation.
- Customer champion a resource specifically focused on ensuring the customer environment maintains a stable state and increase customer satisfaction with ServiceNow resulting in the continued growth of the account.
- Provide support on complex reactive account escalations as the business requires.
- Up to 10 travel annually.
- This is a Hybrid role and requires office attendance a minimum of two days per week.
Qualifications :
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry
- Ability to see the bigger picture in situations
- Possess the type of magnetic personality that naturally builds relationships and instils trust
- Proven experience in similar roles at other Enterprise Software ideally ITIL related companies to include technical account management program or project management.
- Experience working with Enterprise Software companies.
- Excellent written and verbal communication skills with strong presentation and facilitation skills.
- Ability to effectively work in a culturally diverse environment
- Strong organizational and analytical skills
- Experience dealing with technical endusers in a support role
- ServiceNow Platform experience is a plus
JV20
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
