Senior Account Escalations Manager

2 weeks ago

Dublin, Dublin City, Ireland ServiceNow Full time
Company Description

At ServiceNow, our technology enables the world to function smoothly for everyone, and our team makes it all happen. We operate at high speed because we understand the importance of prompt action, and we come up with innovative solutions that set us apart from the rest for our clients and communities. When you become a part of ServiceNow, you join a group of ambitious individuals who are always eager for new challenges and strive for originality. We firmly believe that your best work shines through when you lead a fulfilling life and showcase your unique skills, so we go the extra mile to support you in achieving that. Together, we dare to dream big, supporting each other in turning our individual and collective aspirations into reality. The future is ours to shape, and it all begins with you.

With a vast clientele of over 7,700+ companies, we cater to nearly 85% of the Fortune 500 entities. In addition, we take pride in being recognized as one of the FORTUNE 100 Best Companies to Work For and as one of the World's Most Admired Companies™.

Explore more about Life at Now on our blog and gain insights from our team members about their experiences at ServiceNow.

If you are unsure whether you meet all the requirements listed in a job description but are genuinely enthusiastic about the position, we encourage you to still submit your application. At ServiceNow, we are dedicated to fostering an inclusive environment where every voice is valued, heard, and respected. We welcome applicants from diverse backgrounds, including those with unconventional experiences that may not align with the typical path for this role. We firmly believe that skills and expertise are transferable, and the eagerness to dream big is what makes a great candidate.

Job Description

What this role entails:

ServiceNow is currently on the lookout for a Senior Account Escalation Manager responsible for overseeing customer accounts that necessitate a higher level of engagement and personalized service during an account escalation. The Account Escalation Manager establishes a trustworthy temporary advisory bond that aims to ensure overall customer contentment with our offerings.

Please note THIS POSITION DOES NOT INVOLVE SALES OR SALES SUPPORT

Key Responsibilities:

  • Development and Implementation of Recovery Plan
  • Comprehend all aspects of the situation and devise a precise scope and recovery strategy.
  • Take full ownership of the account escalation process and all components of the recovery plan.
  • Maintain consistent and structured communication within accounts, ranging from C-level executives to frontline administrators, while establishing credibility through prompt action and responsiveness during the account escalation.
  • Analyze and study customer health patterns to proactively detect and resolve issues before they escalate.
  • Collaborate with internal subject matter experts and stakeholders, serving as the primary decision-maker for all ongoing customer activities related to account escalation.
  • Regularly provide status updates on active account escalations to internal leadership groups, including C-level executives.
  • Act as a customer advocate, a dedicated resource focused on restoring the customer environment to a stable state and ensuring customer satisfaction with ServiceNow, consequently fostering the growth of the account.
  • Expect up to 10% travel per year.
  • This is a Hybrid role that entails physical presence in the office two days per week.
Qualifications

To excel in this role, you should possess:

  • Exceptionally high emotional intelligence
  • The ability to perceive the broader picture in various scenarios
  • A captivating persona that naturally forges relationships and instills confidence
  • Proven experience in comparable roles at other enterprise software firms, preferably those related to ITIL, encompassing technical account management, program or project management, or similar leadership positions in account teams.
  • Prior involvement with enterprise software companies
  • Demonstrated capacity to lead and steer business and technical outcomes in intricate environments with multiple stakeholders, including problem management and/or escalation management.
  • Outstanding written and verbal communication skills, along with solid presentation and facilitation abilities, including proficiency in Excel, Word, and PowerPoint.
  • Proven ability to influence and advise by offering options with their respective advantages, disadvantages, and risks, while providing innovative insights to sponsors and stakeholders in resolving governance, project management, business process, and/or technical issues.
  • Excellent interpersonal skills
  • The capability to work effectively in a culturally diverse setting
  • Established track record as a team player and developer
  • Strong organizational and analytical capabilities
  • A personal dedication to ensuring customer satisfaction
  • Experience in dealing with technical end-users in a support capacity
  • Familiarity with SaaS deployments and their underlying architecture
  • A degree or equivalent qualification, preferably in Information Technology, coupled with proven experience in consulting and project management
  • Desirable PMP certification
  • Experience with the ServiceNow Platform is a plus
  • Preferably hold ITIL Foundations certification or higher

We offer competitive remuneration, comprehensive benefits, and a professional work environment. This is a highly collaborative and inclusive workplace where individuals with both aptitude and attitude can advance their professional journey by working with cutting-edge technology and exceptional professionals in the industry.

Additional Details

ServiceNow is an Equal Opportunity Employer. All qualified candidates will be considered for employment without regard to race, color, creed, religion, gender, sexual orientation, national origin, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by the law.

At ServiceNow, we embrace flexibility and trust in our work environment that spans across different locations. Explore our work personas: flexible, remote, and on-site.

If you need reasonable accommodations to complete any part of the application process or face limitations in accessing or utilizing this online application procedure, feel free to reach out to us for assistance.

For roles that involve access to technical data governed by export control regulations, such as the Export Administration regulations (EAR), ServiceNow may need to secure export licensing approval from the U.S. Government for specific individuals. All job offers are contingent on ServiceNow obtaining any required export license or approval from the U.S. Government.

Kindly be aware that deceptive job postings or employment scams are becoming more prevalent. Familiarize yourself with warning signs and precautions to protect yourself. Authentic ServiceNow job listings can be found exclusively on the ServiceNow Careers platform.

Portions of this text are used under license from Fortune Media IP Limited. All rights reserved. Fortune and Fortune Media IP Limited are independent entities and do not endorse the products or services of ServiceNow.

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