Senior Manager, Account Escalations AMS East

Orlando, FL - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

ServiceNow is currently seeking a Senior Manager of Account Escalations. This role will be responsible for leading the West Coast AMS Account Escalation Management Team. The Account Escalation Management team manages customer accounts requiring an enhanced level of interaction and personalized service during an account-level escalation. The AEM establishes a trusted short-term 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 must able to work outside of normal business hours as needed.

Responsibilities

Managing a team of Account Escalation Managers

Ensure all key Business Metrics are maintained for the team

Co-ordination & Communication with senior leadership to maintain visibility into customer and team situations Ensure high standards of recruiting and hiring as well as direct involvement in new hire onboarding paths

Build relationships and partner with business units 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 10 years of leadership experience in customer-facing enterprise software environments

High level of EQ

Personal commitment to customer satisfaction

Ability to see the bigger picture in situations

Possess the type of magnetic personality that naturally builds relationships and instills trust

Proven experience in similar roles at other Enterprise Software ideally cloud-based 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 instills trust

Strong interpersonal skills

Ability to effectively work in a culturally diverse environment

Strong organizational and analytical skills

Experience dealing with technical end-users in a support role

Familiarity with SaaS deployments and its supporting architecture

Experience in IT project management

PMP certification is a plus

ServiceNow Platform experience is a plus

ITIL Foundations or higher Certification preferred

Degree or equivalent preferably in Information Technology is preferred 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

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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.

Remote Work :

Employment Type :

Full-time