Senior Account Escalation Manager

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 account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that ensures 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 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.

Requirements

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

Ridiculously 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

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented people in the business.