Manager of Support Account Services Management, ServiceNow
Federal
$124.7-218.3k
Plus equity and ESPP
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$124.7-218.3k
Plus equity and ESPP
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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 with a green cards, will be considered
- 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
What the job involves
- 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
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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