Proactive Engagement Manager
3 days ago
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Job Responsibilities
Key responsibilities of this role include delivering proactive engagements through Preventative Escalation models, understanding all aspects of the engagement, and developing 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-ordinate 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 increases customer satisfaction with ServiceNow, resulting in the continued growth of the account.
- Provide support on complex reactive account escalations as the business requires.
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