Senior Account Escalation Manager
Senior Account Escalation Manager
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1 Vacancy
Job Description
ServiceNow is changing the way people work. With a serviceorientation toward the activities tasks and processes that make up daytoday work life we help the modern enterprise operate faster and be more scalable than ever before.
We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
What Youll Do in This Role
At ServiceNow were committed to delivering outstanding customer experiencesand we believe strong relationships and clear communication are key. Were currently seeking a Senior Account Escalation Manager to join our team and support customers who require a hightouch personalized approach during periods of elevated need.
In this role youll act as a trusted advisor and point of coordination during critical account escalations. Your work will help restore stability build confidence and drive longterm customer satisfaction.
Please note: This is not a sales or sales support role. It is a customer engagement and relationship management position focused on resolving complex service issues.
Your Responsibilities Will Include:
Leading the development and of a clear actionable Get Well Plan to address customer challenges and restore satisfaction.
Taking full ownership of account escalation activities ensuring clear goals accountability and progress.
Communicating regularly and effectively with a broad range of stakeholdersfrom Clevel leaders to frontline usersby providing updates setting expectations and ensuring transparency.
Analyzing customer health trends and identifying opportunities to proactively resolve issues before they escalate.
Coordinating across internal teams and subject matter experts to align on next steps and deliver timely effective responses.
Serving as a central decision point for activities related to the account escalation ensuring consistent messaging and followthrough.
Providing regular internal updates to leadership on the status and progress of active escalations.
Acting as a customer advocate with the sole focus of guiding the account back to a stable satisfied and successful state.
Traveling up to 10 annually as needed to support customer engagement.
Qualifications :
Qualifications
We know that people come to roles from many different paths and we welcome applicants who meet mostbut not necessarily allof the qualifications listed below. If you bring curiosity adaptability and a passion for customer success we encourage you to apply.
To be successful in this role you have:
Experience thinking critically about how AI can be integrated into work processes decisionmaking or problemsolvingthis may include using AI tools automating workflows analyzing datadriven insights or evaluating AIs impact on your team or industry.
7 years of relevant experience in roles such as account management escalations technical support or critical incident management.
A background working in enterprise software environments ideally in roles like technical account management project/program management or leadership within customerfacing teams.
A track record of guiding crossfunctional teams toward successful business and technical outcomes particularly in complex environments with multiple stakeholders.
Strong emotional intelligence (EQ) allowing you to communicate with empathy build trust and navigate highpressure situations with professionalism.
The ability to understand the broader business context while managing details that support customer success and satisfaction.
Experience influencing stakeholders and guiding decisionmaking by presenting thoughtful balanced recommendations with clear pros cons and risks.
Comfort working directly with technical users and translating complex topics into accessible conversations.
A collaborative approach to working across cultures and perspectives with the ability to thrive in diverse inclusive environments.
A commitment to contributing positively to team dynamics and a shared success mindset.
Excellent communication skillsboth written and verbalincluding the ability to facilitate conversations and present ideas effectively. Proficiency in tools like PowerPoint Word and Excel is helpful.
Preferred (but not required):
Experience with ServiceNow or similar SaaS platforms.
Familiarity with SaaS deployments architecture and service delivery.
Certifications such as PMP ITIL Foundations (or higher) or relevant platform certifications.
A degree or equivalent professional experience ideally in Information Technology business or a related field.
We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented people in the business.
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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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
