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ServiceNow
Senior Account Escalation Manager
Senior Account Escalation Manager at ServiceNow, Orlando, FL. Manage enterprise customer accounts, resolve critical issues, coordinate solutions. Requires 7+ yrs escalation/TAM experience, IT degree, strong communication & consulting skills.
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Job description
Posted on:
October 12, 2025
ServiceNow is seeking a Senior Account Escalation Manager to manage customer accounts requiring enhanced interaction and personalized service. This role focuses on building a trusted advisory relationship, ensuring customer satisfaction with ServiceNow's products and services, and proactively resolving issues before they escalate. The Manager will be responsible for escalating customer issues and coordinating with internal teams to drive solutions.
Requirements
- 7+ years of relevant experience in support, Account management, escalations and critical incident management
- Proven experience in Enterprise Software companies (technical account management, program, project management)
- Demonstrated ability to lead business and technical outcomes, problem management and escalation management
- High level of EQ, navigating complex situations with empathy
- Ability to influence and consult, providing options with pros, cons and risks
- Experience dealing with technical end-users and providing support
- Excellent written and verbal communication skills, with strong presentation and facilitation skills
- Degree or equivalent in Information Technology
- Proven experience in consulting and project management
Requirements Summary
7+ years in support/escalation/technical account mgmt. Experience in enterprise software or project management preferred. Degree in IT or equivalent experience required
