At a Glance
- Tasks: Manage proactive escalations and enhance customer satisfaction through tailored support.
- Company: Dynamic tech company focused on customer success and innovation.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a diverse team and enjoy a vibrant work culture.
- Why this job: Be a customer champion and make a real difference in their experience.
- Qualifications: Experience in account management, strong communication skills, and a knack for building relationships.
The predicted salary is between 60000 - 80000 € per year.
Our client is seeking a Senior Account Escalation Manager to manage proactive escalation engagements, delivering an enhanced level of interaction and personalised service to accounts that require proactive support. The Account Escalation Manager establishes a trusted short-term advisor relationship that works to ensure overall customer satisfaction with our products and services.
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 increases 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.
- 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 organisational 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.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation. We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website.
Senior Account Escalation Manager employer: Proactive Appointments
As a Senior Account Escalation Manager, you will thrive in a dynamic and supportive environment that prioritises employee growth and satisfaction. Our hybrid working model allows for flexibility while fostering a culture of collaboration and innovation, ensuring you have the resources and support needed to excel in your role. With opportunities for professional development and a commitment to leveraging cutting-edge technology, including AI, we empower our employees to make a meaningful impact on customer success and drive the future of our services.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Account Escalation Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Account Escalation Manager role. Personal recommendations can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews by researching the company and its products inside out. Understand their customer engagement strategies and think about how you can enhance them. This will show that you’re not just interested in the role, but also in making a real impact.
✨Tip Number 3
Practice your communication skills! As a Senior Account Escalation Manager, you'll need to build trust and rapport with clients. Role-play common scenarios with a friend or mentor to refine your approach and ensure you come across as confident and credible.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you stand out, and applying directly can sometimes give you an edge. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Senior Account Escalation Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in proactive account management and customer satisfaction. We want to see how your skills align with the role of Senior Account Escalation Manager, so don’t hold back!
Showcase Your Communication Skills:Since this role involves a lot of interaction with various stakeholders, it’s crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to reflect your ability to communicate effectively.
Highlight Relevant Experience:Don’t forget to mention any previous roles that involved technical account management or working with Enterprise Software. We’re looking for proven experience, so make sure to detail your achievements and how they relate to the responsibilities outlined in the job description.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Proactive Appointments
✨Know Your Stuff
Make sure you understand the ins and outs of proactive account escalation. Brush up on your knowledge of ServiceNow and how it can enhance customer satisfaction. Being able to discuss specific examples of how you've successfully managed escalations in the past will really impress.
✨Build Rapport
Since this role is all about establishing trust, practice your relationship-building skills. Think of ways to connect with your interviewers on a personal level. A magnetic personality goes a long way, so be genuine and show enthusiasm for the role and the company.
✨Showcase Your Communication Skills
As an Account Escalation Manager, you'll need to communicate effectively with various stakeholders. Prepare to demonstrate your written and verbal communication skills during the interview. You might even want to bring along a presentation or case study that highlights your ability to convey complex information clearly.
✨Think AI Integration
Given the emphasis on leveraging AI in this role, come prepared with ideas on how you could integrate AI into the escalation process. Discuss any tools or insights you've used in the past and how they improved decision-making or problem-solving. This shows you're forward-thinking and ready to innovate.
