Senior Account Escalation Manager
Job Description
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 we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
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 an account-level escalation.
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
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 pro-actively 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.
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