Senior Account Escalation Manager
| Company | ServiceNow |
|---|---|
| Location | Orlando, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 7+ years of relevant experience in support, Account management, escalations and critical incident management.
- Fluency in Portuguese required
- Proven experience in similar roles in Enterprise Software companies, such as technical account management, program or project management, or other leadership positions within account teams.
- 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.
- You possess a remarkably high level of EQ, allowing you to navigate complex situations with empathy and understanding.
- Excellent written and verbal communication skills, with strong presentation and facilitation skills including proficiency in Excel, Word and PowerPoint.
- A degree or equivalent, preferably in Information Technology, and proven experience in consulting and project management.
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 pro-actively 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.
Preferred Qualifications
- Familiarity with SaaS deployments and their supporting architecture is a plus.
- PMP certification, ServiceNow Platform experience, ITIL Foundations, or higher Certification plus