Senior Account Escalation Manager

Company Description
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.
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™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
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.
Job Description
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.
What You'll Do in This Role
At ServiceNow, we're committed to delivering outstanding customer experiences-and we believe strong relationships and clear communication are key. We're currently seeking a Senior Account Escalation Manager to join our team and support customers who require a high-touch, personalized approach during periods of elevated need.
In this role, you'll act as a trusted advisor and point of coordination during critical account escalations. Your work will help restore stability, build confidence, and drive long-term customer satisfaction.
Please note: This is not a sales or sales support role. It is a customer engagement and relationship management position focused on resolving complex service issues.
Your Responsibilities Will Include:

• Leading the development and execution of a clear, actionable "Get Well Plan" to address customer challenges and restore satisfaction.
• Taking full ownership of account escalation activities, ensuring clear goals, accountability, and progress.
• Communicating regularly and effectively with a broad range of stakeholders-from C-level leaders to frontline users-by providing updates, setting expectations, and ensuring transparency.
• Analyzing customer health trends and identifying opportunities to proactively resolve issues before they escalate.
• Coordinating across internal teams and subject matter experts to align on next steps and deliver timely, effective responses.
• Serving as a central decision point for activities related to the account escalation, ensuring consistent messaging and follow-through.
• Providing regular internal updates to leadership on the status and progress of active escalations.
• Acting as a customer advocate with the sole focus of guiding the account back to a stable, satisfied, and successful state.
• Traveling up to 10% annually, as needed, to support customer engagement.

Qualifications
Qualifications
We know that people come to roles from many different paths, and we welcome applicants who meet most-but not necessarily all-of the qualifications listed below. If you bring curiosity, adaptability, and a passion for customer success, we encourage you to apply.
To be successful in this role you have:

• Experience thinking critically about how AI can be integrated into work processes, decision-making, or problem-solving-this may include using AI tools, automating workflows, analyzing data-driven insights, or evaluating AI's impact on your team or industry.
• 7+ years of relevant experience in roles such as account management, escalations, technical support, or critical incident management.
• A background working in enterprise software environments, ideally in roles like technical account management, project/program management, or leadership within customer-facing teams.
• A track record of guiding cross-functional teams toward successful business and technical outcomes, particularly in complex environments with multiple stakeholders.
• Strong emotional intelligence (EQ), allowing you to communicate with empathy, build trust, and navigate high-pressure situations with professionalism.
• The ability to understand the broader business context while managing details that support customer success and satisfaction.
• Experience influencing stakeholders and guiding decision-making by presenting thoughtful, balanced recommendations with clear pros, cons, and risks.
• Comfort working directly with technical users and translating complex topics into accessible conversations.
• A collaborative approach to working across cultures and perspectives, with the ability to thrive in diverse, inclusive environments.
• A commitment to contributing positively to team dynamics and a shared success mindset.
• Excellent communication skills-both written and verbal-including the ability to facilitate conversations and present ideas effectively. Proficiency in tools like PowerPoint, Word, and Excel is helpful.

Preferred (but not required):

• Experience with ServiceNow or similar SaaS platforms.
• Familiarity with SaaS deployments, architecture, and service delivery.
• Certifications such as PMP, ITIL Foundations (or higher), or relevant platform certifications.
• A degree or equivalent professional experience, ideally in Information Technology, business, or a related field.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented people in the business.
JV20
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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