Senior Account Escalation Manager

ServiceNow; Orlando (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Account Escalation Manager to enhance customer experiences through effective communication and relationship management. In this pivotal role, you will lead the charge in resolving complex service issues, ensuring customer satisfaction and stability. Your expertise in critical thinking and emotional intelligence will be essential as you navigate high-pressure situations and collaborate across diverse teams. Join a dynamic environment that values inclusivity and innovation, where your contributions will directly impact customer success and drive organizational growth.

Benefits

Generous benefits

Collaborative work environment

Professional growth opportunities

Qualifications

• 7+ years in account management or technical support roles.
• Strong emotional intelligence and communication skills.

Responsibilities

• Lead the development of 'Get Well Plans' for customer challenges.
• Communicate effectively with stakeholders at all levels.

Skills

Account Management

Customer Engagement

Emotional Intelligence

Critical Thinking

Communication Skills

Education

Degree in Information Technology or Business

Certifications (PMP, ITIL)

Tools

PowerPoint

Excel

Word

Job description

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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.

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

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!