Senior Account Escalation Manager
Welcome to ServiceNow - the leading provider of cloud-based workflow solutions for businesses of all sizes. We are looking for a highly skilled and experienced Senior Account Escalation Manager to join our dynamic team. As the Senior Account Escalation Manager, you will play a critical role in ensuring our customers' satisfaction and success by managing and resolving escalated issues and concerns in a timely and efficient manner. We are seeking an individual who is passionate about customer service, has exceptional problem-solving skills, and thrives in a fast-paced and collaborative environment. If you are a driven and dedicated professional with a strong background in account management and escalation management, we would love to hear from you. Join us and be a part of our mission to transform the way businesses operate.
- Serve as the main point of contact for escalated customer issues and concerns, ensuring prompt and effective resolution.
- Manage a team of account escalation specialists and provide guidance and support in handling complex and critical customer cases.
- Develop and implement strategies and processes to proactively identify and prevent potential escalations.
- Communicate with customers in a professional and empathetic manner, actively listening to their concerns and finding appropriate solutions.
- Collaborate with cross-functional teams, including sales, product, and support, to resolve escalated issues and improve overall customer experience.
- Analyze customer feedback and data to identify trends and root causes of escalations, and make recommendations for process improvements.
- Develop and maintain relationships with key customer accounts, serving as a trusted advisor and advocate for their needs.
- Keep track of all escalated cases and maintain accurate and thorough documentation for reporting and analysis purposes.
- Train and mentor team members on best practices for handling escalations and providing exceptional customer service.
- Stay updated on industry trends and best practices in account management and customer escalation management to continuously improve processes and strategies.
Extensive Experience In Customer Service: A Senior Account Escalation Manager Should Have A Strong Background In Customer Service, With At Least 5-7 Years Of Experience In A Similar Role. This Includes Handling Customer Escalations, Addressing Complex Issues, And Maintaining Positive Relationships With Clients.
Strong Technical Knowledge: The Ideal Candidate Should Have A Deep Understanding Of Servicenow's Products And Services, As Well As The Technical Aspects Of The Platform. They Should Be Able To Troubleshoot And Resolve Technical Issues Quickly And Effectively.
Excellent Communication Skills: As A Senior Account Escalation Manager, Clear And Effective Communication Is Crucial. This Includes The Ability To Communicate Technical Information To Both Technical And Non-Technical Stakeholders, As Well As The Ability To Manage Difficult Conversations With Clients.
Leadership And Team Management: This Role Requires Strong Leadership Skills, As The Senior Account Escalation Manager Will Be Responsible For Managing A Team Of Account Managers And Support Staff. They Should Have Experience In Leading A Team, Setting Goals And Objectives, And Providing Guidance And Support To Team Members.
Problem-Solving And Decision-Making Abilities: A Senior Account Escalation Manager Should Be Highly Skilled In Problem-Solving And Decision-Making. They Should Be Able To Analyze Complex Situations, Identify Root Causes, And Make Strategic Decisions To Resolve Issues And Improve Customer Satisfaction. They Should Also Be Able To Remain Calm Under Pressure And Handle Multiple Escalations Simultaneously.
Communication
Time Management
Multitasking
Negotiation
Leadership
Conflict Resolution
customer service
Relationship Management
Analytics
Teamwork
Problem-Solving
Technical Expertise
Communication
Emotional Intelligence
Leadership
Time management
Interpersonal Skills
Critical thinking
Teamwork
Active Listening
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Senior Account Escalation Manager in Santa Clara, CA, USA is between $120,000 and $150,000 per year. However, this can vary depending on factors such as experience, company size, and industry. Some Senior Account Escalation Managers may earn over $200,000 per year with bonuses and other incentives.
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ServiceNow is a Santa Clara, California-based software company that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.
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