Senior Account Escalation Manager
Senior Account Escalation Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
What you get to do in this 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 proactively 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:
- Must posses a 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 preferred
JV20
For positions in this location we offer a base pay of $143600 - $251300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
