Senior Account Escalation Manager, ServiceNow
$143.6-251.3k
+ Equity (when applicable) + Variable/incentive compensation + ESPP
2+ days a week in office (Santa Clara, CA)
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$143.6-251.3k
+ Equity (when applicable) + Variable/incentive compensation + ESPP
2+ days a week in office (Santa Clara, CA)
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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 tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
What the job involves
- 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
- 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
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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