Full-Time Support Account Services Management - Federal Manager

Position Summary: This role requires a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards), including a credit check, criminal/misdemeanor check, and drug test. Employment is contingent on passing the screening. Only US citizens, naturalized citizens, or permanent residents (green card holders) will be considered due to Federal requirements.

Responsibilities:

1. Lead Support Account Management Team development, including strategy, objectives, and KPIs.
2. Coach and train team members to enhance customer management skills.
3. Foster a positive team environment focused on collaboration and service.
4. Refine Support Account Management interactions using KPIs, data, and analytics.
5. Cultivate a culture of teamwork and execution.
6. Build and maintain relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering, etc.
7. Lead renewal and new sales discussions, leveraging Support Account Management expertise.
8. Escalate critical customer issues.
9. Participate in organizational projects and programs.
10. Enhance the internal Support Account Management Brand.
11. Mentor team members for career growth.
12. Required Skills and Experience:
• Experience integrating AI into work processes or problem-solving.
• Experience in high-tech, enterprise, or commercial account environments (especially cloud computing).
• Strong management track record translating needs into actions.
• Comfort interacting with all levels of management, including C-suite.
• Strong written and oral communication skills.
• Extensive experience mentoring and developing employees.
• Multiple years of customer-facing experience with account responsibilities and executive engagement.
• Experience working in fast-paced environments meeting customer demands.
• Experience with Sales Operations, modeling, negotiations, deal structures, and approval processes.
• Sales, Technical, or Operational knowledge, and the ability to share it with others.
• Ability to motivate teams towards objectives.
• Proficiency in delivering proactive, reactive, ad-hoc, and scheduled deliverables.
• Experience in Enterprise Customer Support or Service Delivery Management.

Compensation: Base salary $124,700 - $218,300, plus equity, variable compensation, and benefits. Sales positions may have competitive OTE (On Target Earnings).

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