Senior Manager, Account Escalations

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 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 cross-functional 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:

We’re looking for someone who thrives in a dynamic, customer-centric environment. To be successful in this role, you’ll bring:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• A minimum of 10 years of leadership experience in customer-facing, 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 big-picture perspective in complex situations.
• A collaborative, relationship-building 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 conflict-resolution 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 end-users in a support role, and an understanding of their challenges and needs.
• Familiarity with SaaS deployments and cloud-based 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, we’d love to hear from you.

We provide competitive compensation, generous benefits, and a