Senior Account Escalation Manager

Senior Account Escalation Manager

Requirements

• 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.

Responsibilities

• 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.

Preferred Qualifications

• 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.