Senior Account Escalation Manager

ServiceNow is seeking a Senior Account Escalation Manager to manage customer accounts requiring an enhanced level of interaction and personalized service during account level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that ensures overall customer satisfaction with our products and services.

Requirements

• Must posses a high level of EQ
• Proven experience in similar roles at other Enterprise Software, ideally ITIL related companies, to include technical account management, program or project management or other leadership roles in account teams
• Experience working with Enterprise Software companies
• 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
• Excellent written and verbal communication skills, with strong presentation and facilitation skills including proficiency in Excel, Word and PowerPoint
• 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
• Strong interpersonal skills Ability to effectively work in a culturally diverse environment
• Proven team player and team builder
• Strong organizational and analytical skills
• Personal commitment to customer satisfaction
• Experience dealing with technical end-users in a support role
• Familiarity with SaaS deployments and its supporting architecture
• A degree or equivalent, preferably in Information Technology, and proven experience in consulting and project management PMP certification is a plus

Benefits

• base pay of $143,600 - $251,300
• equity (when applicable)
• variable/incentive compensation
• benefits
• health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• matching donations
• a flexible time away plan
• family leave programs