Senior Manager, Account Escalations - AMS East

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 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 a