Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description

WHAT YOU GET TO DO IN THIS ROLE:

ServiceNow is currently seeking an Account Escalation Manager to manage proactive escalation engagements. Delivering an enhanced level of interaction and personalized service to accounts that require proactive support. The Account Escalation Manager establishes a trusted short-term advisor relationship that works to ensure the overall customer satisfaction with our products and services.

RESPONSIBILITIES:

• Primary focus on delivering proactive engagements through the Preventative Escalation models.
• Understand all aspects of the engagement and develop a clear scope and get-well plan.
• 100% ownership of the proactive 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 proactive engagement.
• Co-ordination with all internal subject matter experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the proactive account escalation.
• Customer champion, a resource specifically focused on ensuring the customer environment maintains a stable state and increase customer satisfaction with ServiceNow, resulting in the continued growth of the account.
• Provide support on complex reactive account escalations as the business requires.
• Up to 10% travel annually.
• This is a Hybrid role and requires office attendance a minimum of two days per week.
  Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• 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
• Ability to see the bigger picture in 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.
• Experience working with Enterprise Software companies.
• Excellent written and verbal communication skills, with strong presentation and facilitation 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
• ServiceNow Platform experience is a plus
  JV20
  Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
  Additional Information