Manager Account Escalations

What you get to do in this role:

ServiceNow is currently seeking a Manager of Account Escalation Management. This role will be responsible for leading the Dublin Account Escalation Management Team. The Account Escalation Management team manages customer accounts requiring an enhanced level of interaction and personalized service during an accountlevel escalation. The AEM establishes a trusted shortterm advisor relationship that works to ensure the overall customer satisfaction with our products and services and assembles a team of appropriate internal resources to address the situation. This role by its nature may require work outside of normal business hours as needed.

This is a Hybrid role and requires office attendance a minimum of two days per week.

Responsibilities

• Managing a team of Account Escalation Managers
• Ensure all key Business Metrics are maintained for the team
• Coordination & Communication with senior leadership both inside ServiceNow and our Customers this role will often be pulled into highprofile escalations or major infrastructure events and will be responsible for keeping Clevel executives updated on progress and outcomes
• To oversee team performance drive growth and support career development
• Ensure high standards of recruiting and hiring as well as direct involvement in new hire onboarding paths
• Build relationships and partner with BUs within ServiceNow to ensure proper touch points and processes are in place so that we can quickly respond to the most serious customer situations
• Provide thought leadership to solving business process tooling or governance related to the Escalation Management team constantly seeking to innovate and improve
• Up to 10% travel annually

Qualifications :

To be successful in this role you have:

Minimum 5 years of leadership experience in customerfacing enterprise software environments

• High level of EQ
• Ability to see the bigger picture in situations
• Proven experience in similar roles at other Enterprise Software ideally cloudbased companies
• Demonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders.
• Excellent written and verbal communication skills with strong presentation and facilitation skills.
• A team player and team builder who possess the type of magnetic personality that naturally builds relationships and instils trust
• Ability to effectively work in a culturally diverse environment
• Strong organizational and analytical skills
• Experience dealing with technical endusers in a support role
• Familiarity with SaaS deployments and its supporting architecture
• ServiceNow Platform experience is a plus

JV20

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional 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 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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