Description:
ServiceNow is currently seeking a Sr. Account Escalation Manager (AEM) to manage customer accounts requiring an enhanced level of interaction and personalised service during an account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that works to ensure the customer's overall 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 & analyse 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 focal/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 our customer’s 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 - the role is office based role but there might be level of traveling associated to for example other ServiceNow office in EMEA or to our HQ in the States.
Qualifications
To be successful in this role you have:
- Ability to see the bigger picture in all 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 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 communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Excel, Word and PowerPoint).
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving governance, program/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 organisational 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