Senior Manager Support Account Services Management

What you get to do in this role:

• Lead efforts to develop and build a Support Account Management Team including development of strategies objectives and key performance metrics.
• Guide our team members in order to achieve their highest levels of performance through coaching training and providing opportunities to build and refine higherlevel customer management skills.
• Support and inspire the team to deliver an incredible customer support experience.
• Refine Support Account Management interactions and processes through the extensive use of KPIs data and analytics.
• Lead by example to cultivate and maintain a culture built on teamwork collaboration execution and service.
• Continue building upon the relationships with Technical Support Operations Sales Customer Success Professional Services Engineering and others.
• Lead Renewal and New Sales business discussions with our organization Sales teams and Sales Operations supplementing them with expert knowledge of the Support Account Management Organization.
• Advocate for critical customer issues as a critical escalation point.
• Work with your team members in the participation management and outcomes of organizational projects and programs designed to enhance our overall program.
• Work with internal teams to continue elevating the Support Account Management Brand internally.
• Continually mentor and execute to achieve our customer corporate organizational and employee objectives.

Qualifications :

To be successful in this role you have:

• Management and Contributor experience in high technology enterprise and commercial account environments including but not limited to Cloud based computing.
• A successful track record in management with the ability to translate operational tactical and strategic needs and requirements onto specific actions and outcomes.
• A high level of comfort and confidence in dealing with all levels of management including the Clevel/Csuite.
• Excellent written and oral communication skills.
• Extensive experience in properly mentoring and growing employees into extended positions and leadership opportunities.
• Multiple years of experience working in a direct customer facing role with account responsibilities and working with multiple levels of executives and corporate leadership.
• Prior experience working for an extremely fastpaced company and meeting customer demands on time.
• Experience working with Sales Operations sales modeling contractual negotiations deal constructs and approval processes.
• Sales Technical or Operational knowledge and the ability to share that knowledge with others.
• An excellent ability to motivate individuals toward larger goals and objectives.
• Experience in the delivery and execution of proactive reactive ad hoc and scheduled deliverables.
• Previous experience working in an Enterprise Customer Support and/or Service Delivery Management organization.

JV20

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 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. 2024 Fortune Media IP Limited. All rights reserved. Used under license.