Manager, Account Escalations - AMS East

ServiceNow is seeking a Senior Manager of Account Escalations to lead a West Coast AMS Team. This role involves managing customer accounts requiring an enhanced level of interaction and personalized service, establishing a trusted advisor relationship, and assembling internal resources to address escalated issues. The position requires working outside of normal business hours and ensuring high standards of recruiting and hiring.

Requirements

• 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
• Demonstrated ability to lead and drive required business and technical outcomes
• Excellent written and verbal communication skills
• Strong interpersonal skills
• Experience dealing with technical end-users in a support role
• Experience in IT project management
• PMP certification is a plus
• ServiceNow Platform experience is a plus

Benefits

• Competitive compensation
• Generous benefits