Senior Account Escalation Manager

Company 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
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 account-level escalation.
The Account Escalation Manager establishes a trusted short-term advisor relationship that ensures overall customer satisfaction with our products and services.
Note THIS IS NOT A SALES OR SALES SUPPORT ROLE.
Responsibilities

• Development and Execution of the 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 proactively 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.
• Up to 10% travel annually.
• In order to be successful in this role, we need someone who has Ridiculously high level of EQ Ability to see the bigger picture in situations Possess the type of magnetic personality that naturally builds relationships and instills trust Proven experience in similar roles at other Enterprise Software, ideally ITIL-related companies, including technical account management, program or project management, or other leadership roles in account teams.

Qualifications
To be successful in this role you have:

• Experience working with Enterprise Software companies.
• Demonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders, including 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
• ServiceNow Platform experience is a plus ITIL Foundations, or higher, Certification preferred
• Native-level Japanese is required and experience dealing with high-pressure conversations in Japanese and full professional English speaking

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
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. Learn more here .
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 [email protected] 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.
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