Manager, Account Escalation Engineering (US/APJ)

Job Description

Job title: Manager, Account Escalation Engineering (US/APJ)

Company: ServiceNow

Job description: 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.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.

Learn more on and about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Manager, Account Escalation Engineering (US/APJ)

Team & Role

Our Account Escalation Engineering (AEE) team is the pinnacle of Global Technical Support and has engineers who are collectively responsible for providing technical leadership and direction to some of the most complex and demanding customer escalations in ServiceNow. They drive successful closure of technical issues via collaboration with cross functional teams across the company while delivering the highest degree of customer satisfaction.

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.

To sustain our explosive growth, we are looking for drivers-people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out.

We are currently seeking a Manager to lead our US/APJ Account Escalation Engineering team.

What you get to do in this role:

This is an extremely visible role within a highly innovative team where we provide outstanding customer support in the most challenging of circumstances. The AEE manager oversees the US AEE team’s activities and works closely with Account Escalation leadership to ensure the timely resolution of customer issues and execution of strategic projects. This is an exciting and challenging role for candidates with both business acumen and technical expertise. Successful candidates will be invited to collaborate with a global leadership team on process improvements and strategic initiatives including the opportunity to work with ServiceNow Impact teams.

NOTE: This is not a Sales or Sales Support role.

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

What you get to do in this role:

Ensures customers and other stakeholders receive excellent and consistent service.

· Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.

· Be a servant leader who is devoted to making individuals in their team successful through effective coaching and mentoring via regular touchpoints

· Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.

· Creates an environment which encourages people to think, behave, take action and control work and make decisions to attain clear goals.

· Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.

· Refine, analyze and validate effectiveness of predictive models to solve business problems and achieve growth and profit business objectives.

· Determines best hiring strategy to align technical support staff for an ever-evolving product suite.

· Responsible for People Management – Attrition management, productivity, employee morale, resource allocation and utilization, team motivation and skills training.

Qualifications

To be successful in this role you have:

Required Skills:

· A minimum of 6 years of Technical Support or Service Management experience, with a minimum of 2 years in a supervisory role is preferred.

· Demonstrated ability to coach highly-advanced technical resources.

· “Customer first” mindset and a “Get it done” attitude are critical success factors for this role.

· Hands on leader who would not hesitate to roll up the sleeves and get down to the details

· Demonstrated ability to provide exceptional internal and external support.

· Demonstrated ability to manage complex product support and release environments.

· Ability to lead change by effectively building commitment and winning support for initiatives.

· A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.

· A high-energy, entrepreneurial self-starter, independent decision maker and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.

· Excellent communication skills, both oral and written.

Preferred Skills:

· Knowledge of ITIL, ITSM and/or the ServiceNow Product stack

· Prior experience of working with Predictive Models, Big Data, Tableau is highly desirable

Additional Information:

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. 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 developers in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

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For positions in the Bay Area, we offer a base pay of $115,600 – $202,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the .

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Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

Expected salary:

Location: Santa Clara, CA

Job date: Fri, 12 Jan 2024 07:31:43 GMT

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