Senior Account Escalation Manager

ServiceNow; Orlando (FL); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Account Escalation Manager to enhance customer satisfaction through personalized service during escalations. This role focuses on building trusted relationships and ensuring that customer needs are met effectively. You will take ownership of escalations, analyze customer health trends, and coordinate with internal experts to restore stability and foster account growth. Join a dynamic team that values innovation and adaptability, and contribute to making the world work better for everyone.

Qualifications

• 7+ years in support, account management, or critical incident management.
• Fluency in Portuguese required for effective communication.

Responsibilities

• Develop and implement a get-well plan for account escalations.
• Maintain disciplined communication with all account levels.

Skills

Account Management

Customer Satisfaction

Technical Support

Communication Skills

Strategic Thinking

Interpersonal Skills

Education

Degree in IT or related field

Tools

MS Office

Job description

Join to apply for the Senior Account Escalation Manager role at ServiceNow.

Get AI-powered advice on this job and more exclusive features.

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Today, ServiceNow is a global market leader, providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our cloud-based platform connects people, systems, and processes to enable smarter, faster, and better ways to work. Join us as we aim to make the world work better for everyone.

Job Description

ServiceNow is revolutionizing the way work gets done by focusing on service-oriented activities, tasks, and processes. We help enterprises operate more efficiently and at scale. We value innovation, adaptability, and customer passion. A career here challenges you to improve continuously.

What You Will Do

As a Senior Account Escalation Manager, you will handle customer accounts needing high-touch, personalized service during escalations. You will build trusted relationships and ensure customer satisfaction with our products and services.

Note: THIS IS NOT A SALES ROLE.

Responsibilities

• Develop and implement a get-well plan after understanding the situation.
• Take full ownership of account escalations and related activities.
• Maintain disciplined communication with all account levels, building credibility through responsiveness.
• Analyze customer health trends to proactively resolve issues.
• Coordinate with internal experts and stakeholders, acting as the primary decision-maker during escalations.
• Report regularly on escalation status to leadership, including C-level executives.
• Champion the customer by restoring stability and satisfaction, fostering account growth.

Up to 10% travel annually.

Qualifications

• 7+ years in support, account management, escalations, or critical incident management.
• Fluency in Portuguese required.
• Experience in enterprise software, technical account management, or related leadership roles.
• Ability to lead and influence in complex, stakeholder-rich environments.
• High EQ to navigate complex situations empathetically.
• Strategic thinking and big-picture understanding.
• Strong interpersonal skills to build trust and rapport.
• Proven ability to influence and consult on technical and business issues.
• Experience supporting technical end-users.
• Excellent communication, presentation, and facilitation skills; proficient in MS Office.
• Degree in IT or related field, with consulting and project management experience.

Desired Skills

• Familiarity with SaaS architecture is a plus.
• PMP, ServiceNow Platform, ITIL certifications are advantageous.

We encourage candidates from diverse backgrounds to apply. Your unique experiences and big ideas are valued here.