Account Escalation Manager

What you get to do in this role:

ServiceNow is currently seeking an 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 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

Primary focus on delivering proactive engagements through the Preventative Escalation models.

Understand all aspects of the engagement and develop a clear scope and get-well plan.

100% ownership of the proactive 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 proactive engagement.

Co-ordination 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:

In order to be successful in this role we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven 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 end-users in a support role
• ServiceNow Platform experience is a plus
• Portuguese language preferred.

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 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 :

Full-time