Senior Account Escalation Manager

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 RoleAt 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.