Senior Account Escalation Manager

ServiceNow; Orlando (FL); Remote; USD 75,000 - 115,000; Full time

Job summary

An established industry player is seeking a Senior Account Escalation Manager to enhance customer satisfaction during account-level escalations. This role involves developing tailored strategies to address customer needs and ensuring effective communication across all levels of the organization. You will leverage your extensive experience in account management and critical incident handling to foster strong relationships with clients and drive successful outcomes. Join a dynamic team that values adaptability and innovation, where your contributions will directly impact the customer experience and the overall success of the company.

Qualifications

• 7+ years in support and account management with strong EQ.
• Proven leadership in complex environments with multiple stakeholders.

Responsibilities

• Develop and execute Get Well Plans for customer accounts.
• Maintain communication with C-level executives and internal teams.

Skills

Account Management

Critical Incident Management

Problem Management

Communication Skills

Empathy

Project Management

Technical Support

Fluency in Portuguese

Team Player

Education

Degree in Information Technology

Tools

Excel

Word

PowerPoint

Job 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

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

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 an account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that works to ensure the 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 pro-actively identify and resolve issues before the customer escalates.
• Co-ordinate 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.

Qualifications

To be successful in this role you have:

• 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.
• You can see the bigger picture and understand how individual actions contribute to overall success.
• Your magnetic personality naturally fosters trust and rapport with clients and colleagues.
• 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.
• Experience in dealing with technical end-users and providing support.
• You provide thoughtful options, considering pros, cons, and risks. Your thought leadership guides sponsors and stakeholders in solving governance, project management, business process, and technical challenges.
• You thrive in culturally diverse environments and work effectively with people from various backgrounds.
• As a proven team player and builder, you contribute to a positive work environment.
• 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.

Desired Skills:

• Familiarity with SaaS deployments and their supporting architecture is a plus.
• PMP certification, ServiceNow Platform experience, ITIL Foundations, or higher Certification plus.

Additional Information:

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer:

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations:

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations:

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.