Account Escalation Manager / Senior Manager, ServiceNow
Office located in The Sharp 10-12 Hogan Place 1st Floor, Dublin, Ireland
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
Office located in The Sharp 10-12 Hogan Place 1st Floor, Dublin, Ireland
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- Minimum 10 years of leadership experience in customer-facing enterprise software environments
- High level of EQ
- Personal commitment to customer satisfaction
- 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 cloud-based companies
- Demonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders
- Excellent written and verbal communication skills, with strong presentation and facilitation skills
- A team player, and team builder, who possess the type of magnetic personality that naturally builds relationships and instills trust
- Strong interpersonal 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
- Familiarity with SaaS deployments and its supporting architecture
- Experience in IT project management
- PMP certification is a plus
- ServiceNow Platform experience is a plus
- ITIL Foundations, or higher, Certification preferred
- Degree or equivalent, preferably in Information Technology is preferred
What the job involves
- This role will be responsible for leading the ‘EMEA Account Escalation Management Team’
- The Account Escalation Management team manages customer accounts requiring an enhanced level of interaction and personalized service during an account-level escalation
- The AEM establishes a trusted short-term advisor relationship that works to ensure the overall customer satisfaction with our products and services, and assembles a team of appropriate internal resources to address the situation
- This role by it’s nature must able to work outside of normal business hours as needed
- Managing a team of Account Escalation Managers
- Ensure all key Business Metrics are maintained for the team
- Co-ordination & Communication with senior leadership both inside ServiceNow and our Customers – this role will often be pulled into high-profile escalations or major infrastructure events and will be responsible for keeping C-level executives updated on progress and outcomes
- Ensure high standards of recruiting and hiring, as well as direct involvement in new hire onboarding paths
- Build relationships and partner with BU’s within ServiceNow to ensure proper touchpoints and processes are in place so that we can quickly respond to the most serious customer situations
- Provide thought leadership to solving business process, tooling, or governance, related to the Escalation Management team – constantly seeking to innovate and improve
- 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
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 138 more jobs at ServiceNow