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Sr Account Escalation Manager

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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.

Job Description

What you get to do in this role:

ServiceNow is currently seeking a Sr 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:

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 AI's 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

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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 [email protected] 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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$110000 / YEARLY (est.)

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$90000K

$130000K

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What You Should Know About Sr Account Escalation Manager, ServiceNow

Are you ready to take the next step in your career with ServiceNow as a Senior Account Escalation Manager? Based in the vibrant heart of Dublin at 60 Dawson Street, you'll play a pivotal role in enhancing client relations and ensuring customer satisfaction. In this hybrid role, the ideal candidate will dive into proactive engagement with accounts that require advanced support, allowing you to deliver a tailored, high-quality service experience. Your expertise will be crucial as you build trusted advisor relationships with clients, from C-level executives to frontline staff, helping them navigate challenges and find solutions. You’ll own the entire escalation engagement process, develop clear scopes, and implement get-well plans that resonate with both clients and internal teams. Plus, you’ll work with experts across the company, making sure that customers feel championed and heard. If you possess strong communication skills, a magnetic personality that fosters trust, and experience in enterprise software environments, we want to hear from you! Don't worry if you don't meet every qualification; we welcome applicants from diverse backgrounds and experiences. ServiceNow is all about inclusivity and innovation, so come and join us in making the world work better for everyone!

Frequently Asked Questions (FAQs) for Sr Account Escalation Manager Role at ServiceNow

What are the primary responsibilities of the Sr Account Escalation Manager at ServiceNow?

As a Sr Account Escalation Manager at ServiceNow, your primary responsibilities include managing proactive escalation engagements, building and maintaining relationships with customers, and developing comprehensive plans to ensure overall satisfaction with our products and services. You'll act as a trusted advisor, coordinate with internal experts, and champion customer needs throughout the engagement process.