Full-Time Senior Manager, Support Account Services Management - Federal

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:

• Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.
• Guide team members to achieve highest performance via coaching, training, and building customer management skills.
• Support and inspire team for an incredible customer support experience.
• Refine Support Account Management interactions and processes via KPIs, data and analytics.
• Lead by example to cultivate a culture built on teamwork, collaboration, execution and service.
• Build relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering, etc.
• Lead Renewal and New Sales business discussions with the organization, Sales teams and Sales Operations, using Support Account Management expertise.
• Advocate for critical customer issues as a critical escalation point.
• Participate, manage, and influence outcomes of organizational projects and programs to enhance program overall.
• Work with internal teams to elevate the Support Account Management Brand.
• Mentor and execute to achieve customer, corporate, organizational, and employee objectives.

To be successful in this role you have:

• Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving.
• Management and Contributor experience in high technology, enterprise and commercial account environments, including Cloud computing.
• Successful management track record translating operational, tactical and strategic needs into specific actions and outcomes.
• Comfort and confidence dealing with all levels of management, including C-level/C-suite.
• Excellent written and oral communication skills.
• Extensive experience mentoring and growing employees into extended positions and leadership opportunities.
• Multiple years of experience in a direct customer facing role with account responsibilities and executive-level interactions.
• Experience working for a fast-paced company meeting customer demands on time.
• Experience working with Sales Operations, sales modeling, contractual negotiations, deal constructs and approval processes.
• Sales, Technical or Operational knowledge sharing.
• Ability to motivate individuals toward larger goals.
• Experience in proactive, reactive, ad hoc and scheduled deliverables.
• Previous experience in an Enterprise Customer Support and/or Service Delivery Management organization.

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

For positions in this location, we offer a base pay of $152,700 - $267,300, 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.

What is the last date for applying to the job?

Which countries are accepted for this remote job?