Senior Manager of Account Escalations, ServiceNow
$187.6-328.3k
+ Variable/Incentive Compensation + ESPP
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Posted today
Cloud-based digital workflows for enterprises
1001+ employees
Posted today
$187.6-328.3k
+ Variable/Incentive Compensation + ESPP
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- We’re looking for someone who thrives in a dynamic, customer-centric environment
- 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
What the job involves
- 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
- 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
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity, Equity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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