Manager / Senior Manager, Account Escalation Management

<h3>Company Description</h3><p>At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. </p> <p>With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.</p> <p>Learn more on <a href="https://blogs.servicenow.com/category/life-at-now.html">Life at Now blog</a> and <a href="https://www.youtube.com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB">hear from our employees</a> about their experiences working at ServiceNow.</p> <p>Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.</p><h3>Job Description</h3><p>ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day 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.</p><p><strong>What you get to do in this role:</strong></p><p>ServiceNow is currently seeking a Manager / Senior Manager of Escalation Management. This role will be responsible for leading the ‘EMEA 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 it’s nature must able to work outside of normal business hours as needed.</p><p><strong>Responsibilities</strong></p><p>· Managing a team of Account Escalation Managers</p><p>· Ensure all key Business Metrics are maintained for the team</p><p>· Co-ordination &amp; Communication with senior leadership both inside ServiceNow and our Customers – this role will often be pulled into high-profile escalations or major infrastructure events and will be responsible for keeping C-level executives updated on progress and outcomes</p><p>· Ensure high standards of recruiting and hiring, as well as direct involvement in new hire onboarding paths</p><p>· Build relationships and partner with BU’s within ServiceNow to ensure proper touchpoints and processes are in place so that we can quickly respond to the most serious customer situations</p><p>· Provide thought leadership to solving business process, tooling, or governance, related to the Escalation Management team – constantly seeking to innovate and improve</p><p>· Up to 10% travel annually</p><h3>Qualifications</h3><p><strong>To be successful in this role you have:</strong></p><p>Minimum 10 years of leadership experience in customer-facing enterprise software environments</p><p>· High level of EQ</p><p>· Personal commitment to customer satisfaction</p><p>· Ability to see the bigger picture in situations</p><p>· Possess the type of magnetic personality that naturally builds relationships and instills trust</p><p>· Proven experience in similar roles at other Enterprise Software, ideally cloud-based companies</p><p>· Demonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders.</p><p>· Excellent written and verbal communication skills, with strong presentation and facilitation skills.</p><p>· A team player, and team builder, who possess the type of magnetic personality that naturally builds relationships and instills trust</p><p>· Strong interpersonal skills</p><p>· Ability to effectively work in a culturally diverse environment</p><p>· Strong organizational and analytical skills</p><p>· Experie