Account Escalation Manager

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 an 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.

Qualifications :

To be successful in this role you have:

• 5 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

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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