Manager, Account Escalations

ServiceNow is seeking a Manager of Account Escalation Management to lead the Dublin Account Escalation Management Team. The role requires managing a team, ensuring business metrics, and providing thought leadership to solving business processes.

Requirements

• Minimum 5 years of leadership experience in customer-facing enterprise software environments
• High level of Emotional Intelligence (EQ)
• Ability to see the bigger picture in situations
• Proven experience in similar roles at other Enterprise Software, ideally cloud-based companies
• Demonstrated 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 trust
• Ability to effectively work in a culturally diverse environment
• Strong organizational and analytical skills
• Experience dealing with technical end-users in a support role
• Familiarity with SaaS deployments and its supporting architecture
• ServiceNow Platform experience is a plus

Benefits

• Up to 10% travel annually
• Ability to work from home some days (Hybrid role)
• Flexible work arrangement
• Professional development opportunities
• Health benefits
• Dental benefits
• Vision benefits
• 401(k) matching