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Manager, Support Account Services Management

Element AI

Element AI

Customer Service
Orlando, FL, USA
Posted on Monday, June 17, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

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 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.


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 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.


Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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