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 account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that ensures 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 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.
