Senior Manager Account Escalations
Senior Manager Account Escalations
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Salary Not Disclosed
1 Vacancy
Job Description
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 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 must be 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 Coordination & 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 touchpoints 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 customerfacing 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 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 instills trust
- Strong interpersonal skills
- 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
- 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
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!
For positions in this location we offer a base pay of $187600 $328300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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
