Brian Bankston
Senior Account Escalation Manager
- Role
- Senior Account Escalation Manager at ServiceNow
- Location
- Baton Rouge, LA, US
- LinkedIn followers
- 500 followers
Experience
Senior Account Escalation Manager
Jul 2023 — Present · Baton Rouge, LA, US
ServiceNow point of contact for escalated customer account engagements. Responsible for the coordination of the ServiceNow cross-functional (Sales, Product, Development, Technical Support, etc.) response to address elevated customer accounts and to ensure customer retention. This includes coordination with both commercial and governmental customers’ C-level executives, third-party providers, and partners. • Monitoring of key customer account activities for predictive trending, preventative maintenance, and continued growth of the account. • When related to an escalated customer account, tracking and reporting of required functional enhancements and fixes that are related to the ServiceNow Platform (PaaS) cloud offerings. • Provide senior level customer service guidance and training for other ServiceNow customer facing support staff.
Skills
- Engineering
- Ms Project
- Customer Service
- IT Management
- Microsoft Project
- Active Directory
- Team Leadership
- Integration
- Document Management
- Troubleshooting
- Disaster Recovery
- Management
- Sharepoint
- Project Planning
- IT Strategy
- Contract Management
- Project Delivery
- Infrastructure
- Project Management
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