Senior Account Escalation Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 live for our customers. We have high expectations, and a career at ServiceNow means challenging yourself to always be better.

**Please note**  This role has an in office requirement.  Minimum 2 days per week in the Santa Clara, CA ServiceNow office.

Job Description

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

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
• 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 tool