Company 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.

Job Description

What you get to do in this role:

ServiceNow is currently seeking a Manager of Account Escalation Management. This role will be responsible for leading the ‘Dublin 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 may require work outside of normal business hours as needed.

This is a Hybrid role and requires office attendance a minimum of two days per week.

Responsibilities

Managing a team of Account Escalation ManagersEnsure all key Business Metrics are maintained for the teamCo-ordination & Communication with senior leadership both inside ServiceNow and our Customers – this role will often be pulled into high-profile escalations or major infrastructure events and will be responsible for keeping C-level executives updated on progress and outcomesTo oversee team performance, drive growth, and support career developmentEnsure high standards of recruiting and hiring, as well as direct involvement in new hire onboarding pathsBuild relationships and partner with BU’s within ServiceNow to ensure proper touch points and processes are in place so that we can quickly respond to the most serious customer situationsProvide thought leadership to solving business process, tooling, or governance, related to the Escalation Management team – constantly seeking to innovate and improveUp to 10% travel annually

Qualifications

To be successful in this role you have:

Minimum 5 years of leadership experience in customer-facing enterprise software environments

High level of EQAbility to see the bigger picture in situationsProven experience in similar roles at other Enterprise Software, ideally cloud-based companiesDemonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders.Excellent written and verbal communication skills, with strong presentation and facilitation skills.A team player, and team builder, who possess the type of magnetic personality that naturally builds relationships and instils trustAbility to effectively work in a culturally diverse environmentStrong organizational and analytical skillsExperience dealing with technical end-users in a support roleFamiliarity with SaaS deployments and its supporting architectureServiceNow Platform experience is a plus

 

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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