Senior Manager, Support Account Services Management

Summary

Join ServiceNow and lead the development and growth of a Support Account Management Team. You will guide team members, refine processes using data and analytics, and cultivate a collaborative culture. This role involves building relationships with various internal teams, leading business discussions, advocating for customers, and participating in organizational projects. You will also mentor employees and work towards achieving customer and corporate objectives. The ideal candidate will have extensive experience in customer-facing roles, management, and leveraging AI in work processes.

Requirements

• 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
• 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 C-level/C-suite
• 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 fast-paced 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

Responsibilities

• 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 higher-level 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