Job Description: Support Account Management Lead

Employment Type: Full-time Location Type: Remote Salary: [Salary information not provided]

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.

Position Overview

This role is responsible for leading the development and growth of a Support Account Management Team. The ideal candidate will guide team members to achieve peak performance through coaching and training, refine customer support interactions using data and analytics, and foster a culture of teamwork and service excellence. This position also involves collaborating with various internal teams and advocating for critical customer issues.

Responsibilities

• Lead efforts to develop and build a Support Account Management Team, including strategy, objectives, and key performance metrics.
• Guide team members to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine 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 relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, and Engineering.
• Lead Renewal and New Sales business discussions with the organization, Sales teams, and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.
• Act as a critical escalation point for critical customer issues.
• Work with team members on the participation, management, and outcomes of organizational projects and programs designed to enhance the overall program.
• Work with internal teams to continue elevating the Support Account Management Brand internally.
• Continually mentor and execute to achieve customer, corporate, organizational, and employee objectives.

Qualifications

To be successful in this role, you have:

• 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 into 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.

Application Instructions & Requirements

• Background Screening: 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.
• Citizenship/Residency: Due to Federal requirements, only US citizens, US naturalized citizens, or US Permanent Residents, holding a green card, will be considered.