Job Description
Our client is seeking a Senior Account Escalation Manager to manage proactive escalation engagements. Delivering an enhanced level of interaction and personalized service to accounts that require proactive support. The Account Escalation Manager establishes a trusted short-term advisor relationship that works to ensure the overall customer satisfaction with our products and services.
Inside IR35
Hybrid working
Some business travel required
Responsibilities
Primary focus on delivering proactive engagements through the Preventative Escalation models.
Understand all aspects of the engagement and develop 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-ordination 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 increase customer satisfaction with ServiceNow, resulting in the continued growth of the account.
Provide support on complex reactive account escalations as the business requires.
Skills
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analysing AI-driven insights, or exploring AI's potential impact on the function or industry
Ability to see the bigger picture in situations
Possess the type of magnetic personality that naturally builds relationships and instils trust
Proven experience in similar roles at other Enterprise Software, ideally ITIL related companies, to include technical account management, program or project management.
Experience working with Enterprise Software companies.
Excellent written and verbal communication skills, with strong presentation and facilitation skills.
Ability to effectively work in a culturally diverse environment
Strong organizational and analytical skills
Experience dealing with technical end-users in a support role
ServiceNow Platform experience is a plus
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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