Manager – Account Escalations

Manager – Account Escalations

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 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.

Responsibilities

• 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.

Preferred Qualifications

• 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.