Senior Manager Account Escalations
Senior Manager Account Escalations
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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
- Lead and support a team of Account Escalation Managers ensuring their success and growth.
- Oversee key business metrics for the team ensuring performance aligns with company goals.
- Foster clear communication and collaboration with senior leadership ensuring visibility into both customer needs and team progress.
- Promote a high standard of recruiting and hiring practices; directly support the onboarding of new hires and their integration into the team.
- Build and maintain strong relationships with crossfunctional teams within ServiceNow to ensure efficient communication and processes for addressing critical customer situations.
- Drive innovation in the escalation management process continuously identifying opportunities for improvement in business practices tools and governance.
- Travel up to 10% annually as needed.
Qualifications :
To be successful in this role you have:
Were looking for someone who thrives in a dynamic customercentric environment. To be successful in this role youll bring:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
- A minimum of 10 years of leadership experience in customerfacing enterprise software environments.
- A high level of emotional intelligence (EQ) with a genuine commitment to delivering exceptional customer experiences.
- The ability to think strategically and maintain a bigpicture perspective in complex situations.
- A collaborative relationshipbuilding approach that naturally fosters trust across teams and stakeholders.
- Proven experience in leading teams and driving business and technical outcomes especially in environments with multiple stakeholders.
- Strong written and verbal communication skills including presentation and facilitation capabilities.
- A commitment to fostering an inclusive supportive team culture.
- Strong interpersonal and conflictresolution skills with the ability to effectively navigate diverse perspectives and working styles.
- The ability to work effectively in culturally diverse environments and adapt to varying communication styles.
- Exceptional organizational and analytical skills with a passion for continuous learning and improvement.
- Experience engaging with technical endusers in a support role and an understanding of their challenges and needs.
- Familiarity with SaaS deployments and cloudbased architectures.
- Experience with IT project management is valuable; PMP certification is a plus.
- ServiceNow platform knowledge and ITIL Foundations (or higher) certification are advantageous but not required.
- A degree in Information Technology or a related field is preferred but we are open to candidates with equivalent professional experience.
Why Join Us
At ServiceNow we are committed to building a diverse and inclusive workplace where all team members can thrive. We value the unique perspectives and contributions of each individual and encourage people of all backgrounds to apply. If you are passionate about leading teams solving complex challenges and creating an exceptional customer experience wed love to hear from you.
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
