Account Escalation Manager at ServiceNow

Heredia, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

21 Jan, 26

Salary

0.0

Posted On

23 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

AI Integration, Relationship Building, Technical Account Management, Program Management, Project Management, Communication Skills, Presentation Skills, Facilitation Skills, Organizational Skills, Analytical Skills, Customer Support, ServiceNow Platform Experience, Cultural Diversity, Portuguese Language

Industry

Software Development

Description

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. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description What you get to do in this role: ServiceNow is currently seeking an Account Escalation Manager to manage proactive escalation engagements. Delivering an enhanced level of interaction and personalized service to accounts that require proactive support. The Account Escalation Manager establishes a trusted short-term advisor relationship that works to ensure the overall customer satisfaction with our products and services. Note THIS IS NOT A SALES OR SALES SUPPORT ROLE Responsibilities Primary focus on delivering proactive engagements through the Preventative Escalation models. Understand all aspects of the engagement and develop a clear scope and get-well plan. 100% ownership of the proactive account escalation engagement and all activities that make up the get-well plan. Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the proactive engagement. Co-ordination with all internal subject matter experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the proactive account escalation. Customer champion, a resource specifically focused on ensuring the customer environment maintains a stable state and increase customer satisfaction with ServiceNow, resulting in the continued growth of the account. Provide support on complex reactive account escalations as the business requires. Up to 10% travel annually. This is a Hybrid role and requires office attendance a minimum of two days per week. Qualifications To be successful in this role you have: In order to be successful in this role, we need someone who has: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Ability to see the bigger picture in situations Possess the type of magnetic personality that naturally builds relationships and instils trust Proven experience in similar roles at other Enterprise Software, ideally ITIL related companies, to include technical account management, program or project management. Experience working with Enterprise Software companies. Excellent written and verbal communication skills, with strong presentation and facilitation skills. Ability to effectively work in a culturally diverse environment Strong organizational and analytical skills Experience dealing with technical end-users in a support role ServiceNow Platform experience is a plus Portuguese language preferred. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Responsibilities

The Account Escalation Manager will manage proactive escalation engagements and ensure overall customer satisfaction with ServiceNow products and services. This role involves maintaining regular communications with accounts and coordinating with internal experts to support customer needs.