**Account Management Team Lead**, **Customer Success Manager**, **Support Services Director**

7 days ago

Canberra, ACT, Australia Servicenow Full time
About the Role

We are seeking an experienced professional to lead our Support Account Management Team, driving strategic initiatives and fostering a culture of excellence in customer support.

Key Responsibilities
  • Team Leadership: Develop and execute strategies to build a high-performing Support Account Management Team, including setting objectives, key performance metrics, and coaching team members to achieve their highest levels of performance.
  • Customer Success: Guide team members in delivering exceptional customer support experiences, ensuring timely resolution of customer issues and continuous improvement of support processes.
  • Process Optimization: Refine Support Account Management interactions and processes through the use of KPIs, data, and analytics, driving efficiency and effectiveness.
  • Culture and Collaboration: Foster a culture built on teamwork, collaboration, execution, and service, leading by example and promoting a positive work environment.
  • Relationship Building: Develop and maintain strong relationships with internal stakeholders, including Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering, and others.
  • Business Development: Collaborate with Sales teams and Sales Operations to drive Renewal and New Sales business discussions, leveraging expertise in Support Account Management to inform business decisions.
  • Critical Issue Escalation: Advocate for critical customer issues as a critical escalation point, ensuring timely resolution and continuous improvement of support processes.
  • Project Participation: Participate in organizational projects and programs designed to enhance the overall Support Account Management program, working with team members to drive outcomes and continuous improvement.
  • Brand Development: Work with internal teams to elevate the Support Account Management Brand internally, promoting a positive image and reputation.
  • Customer and Corporate Objectives: Continuously mentor and execute to achieve customer, corporate, organizational, and employee objectives, driving business growth and success.
Requirements
  • Management Experience: Proven management experience in high technology, enterprise, and commercial account environments, including cloud-based computing.
  • Operational, Tactical, and Strategic Expertise: Successful track record in management, with the ability to translate operational, tactical, and strategic needs and requirements into specific actions and outcomes.
  • Leadership and Communication Skills: High level of comfort and confidence in dealing with all levels of management, including C-level/C-suite, with excellent written and oral communication skills.
  • Mentorship and Growth: Extensive experience in mentoring and growing employees into extended positions and leadership opportunities.
  • Customer-Facing Experience: Multiple years of experience working in a direct customer-facing role with account responsibilities and working with multiple levels of executives and corporate leadership.
  • Fast-Paced Environment: Prior experience working for an extremely fast-paced company and meeting customer demands on time.
  • Sales and Operational Knowledge: Experience working with Sales Operations, sales modeling, contractual negotiations, deal constructs, and approval processes.
  • Technical and Operational Knowledge: Sales, technical, or operational knowledge and the ability to share that knowledge with others.
  • Motivation and Execution: Excellent ability to motivate individuals toward larger goals and objectives, with experience in delivering and executing proactive, reactive, ad hoc, and scheduled deliverables.
  • Enterprise Customer Support Experience: Previous experience working in an Enterprise Customer Support and/or Service Delivery Management organization.
About ServiceNow

ServiceNow is a company built on purpose and values, offering a culture of belonging, inclusivity, collaboration, and customer focus. We prioritize work-life balance and well-being, providing flexible work arrangements, competitive compensation, generous benefits, and a professional atmosphere. This is a collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with advanced technologies and talented professionals.

ServiceNow is an Equal Employment Opportunity Employer, 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, and believe that skills and experience are transferrable, making for great candidates.

  • **Lead Support Account Manager**, **Customer Success Director**, **Account Management Executive**, **Customer Experience Manager**, **Support Services Director**

    4 days ago

    Canberra, ACT, Australia ServiceNow Full time

    About the RoleWe are seeking a highly skilled and experienced Lead Support Account Manager to join our team at ServiceNow. As a key member of our organization, you will be responsible for leading efforts to develop and build a Support Account Management Team, including the development of strategies, objectives, and key performance metrics.Key...

  • Account Management Team Lead

    11 hours ago

    Canberra, ACT, Australia ServiceNow Full time

    Job DescriptionAt ServiceNow, we're seeking a seasoned professional to lead our Support Account Management Team. As a key member of our organization, you'll be responsible for developing and executing strategies to drive customer success and growth.Key Responsibilities:Develop and implement strategies to build and refine customer management skills within the...

  • Customer Success Manager

    4 days ago

    Canberra, ACT, Australia 5060 Kyndryl Australia Pty Ltd Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Customer Partner at 5060 Kyndryl Australia Pty Ltd. As a key member of our organization, you will be responsible for driving account growth, building strategic partnerships, and delivering exceptional customer experiences.Key ResponsibilitiesLead proactive...

  • Customer Success Manager

    3 days ago

    Canberra, ACT, Australia Splunk Full time

    About the Role:Splunk is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for leading important and innovative customer engagements to achieve high-value outcomes.Key Responsibilities:Lead customer engagements to achieve high-value outcomesUnderstand customer priorities and...

  • Customer Success Manager

    3 days ago

    Canberra, ACT, Australia Splunk Full time

    About the Role:Splunk is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for leading important and innovative customer engagements to achieve high-value outcomes.Key Responsibilities:Lead customer engagements to achieve high-value outcomes.Understand customer priorities and...

  • Customer Success Manager

    9 hours ago

    Canberra, ACT, Australia 5060 Kyndryl Australia Pty Ltd Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Customer Partner. In this role, you will be responsible for driving account growth, developing and executing innovative account strategies, and building strong relationships with key decision-makers.Key ResponsibilitiesLead proactive account growth, focusing on...

  • Customer Success Manager

    3 days ago

    Canberra, ACT, Australia Splunk Full time

    About the RoleSplunk is seeking a highly skilled Customer Success Manager to join our team. As a key member of our organization, you will be responsible for driving customer value and growth through innovative customer engagements.Key ResponsibilitiesLead Customer Engagements: Develop and execute strategies to achieve high-value outcomes with our...

  • Manager, Support Account Services Management

    2 months ago

    Canberra, ACT, Australia ServiceNow, Inc. Full time

    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...

  • ServiceNow Services Development Manager

    7 days ago

    Canberra, ACT, Australia ServiceNow Full time

    Job DescriptionServiceNow Services Development ManagerAs a ServiceNow Services Development Manager, you will be responsible for driving customer success by selling a portfolio of service offerings designed to help our customers achieve their business outcomes. These service offerings include our Impact success offering, product implementation services, and...

  • Customer Success Manager Architect

    3 days ago

    Canberra, ACT, Australia IBM Full time

    About the RoleAs a Customer Success Manager (Architect) at IBM, you will play a critical role in helping our clients achieve their business outcomes with hybrid cloud and AI growth offerings. Your technical expertise will be essential in identifying use cases, designing solution architectures, building minimum viable products (MVPs), and driving adoption of...

  • Customer Success Manager APAC

    11 hours ago

    Canberra, ACT, Australia Agilent Technologies Full time

    Job DescriptionAgilent Technologies is a leading life science, diagnostic, and applied market laboratory company that inspires and supports discoveries that advance the quality of life. We provide innovative solutions to our customers worldwide, and we are seeking a highly skilled Customer Success Manager to join our team in the APAC region.Key...

  • Customer Success Manager Architect

    3 days ago

    Canberra, ACT, Australia IBM Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager Architect to join our team at IBM. As a key member of our Open Hybrid Cloud Platform & AI team, you will play a critical role in helping our customers achieve their business outcomes with hybrid cloud & AI Growth Offerings.Key ResponsibilitiesUse Case Identification: Identify and develop...

  • Senior Director of Field Services Platform Management

    3 days ago

    Canberra, ACT, Australia Transport Canberra And City Services Full time

    Job Summary:The Transport Canberra and City Services (TCCS) is seeking a highly skilled and experienced professional to fill the role of Assistant Director Field Services Platform. This position requires a senior leader who can inspire, energize, and positively influence team and individual outcomes.Key Responsibilities:Manage, maintain, and monitor the...

  • Customer Success Manager

    6 days ago

    Canberra, ACT, Australia Agilent Technologies Full time

    About the Role:Agilent Technologies is seeking a highly skilled Customer Success Manager to join our team in the Asia Pacific region. As a Customer Success Manager, you will be responsible for ensuring the successful adoption and retention of our Software-as-a-Service (SaaS) solutions among our customers in the APAC region.Key Responsibilities:Act as a...

  • Family Support Services Director

    5 days ago

    Canberra, ACT, Australia Capability Support Full time

    Job SummaryCapability Support is a leading provider of services to individuals and families in need. We are seeking a highly skilled and experienced Family Support Services Manager to oversee and develop support programs for children and young people.Key ResponsibilitiesOversee the delivery of trauma-informed support that achieves positive outcomes for young...

  • Family Support Services Manager

    4 days ago

    Canberra, ACT, Australia Capability Support Full time

    Job SummaryCapability Support is a leading provider of services to individuals and families in need. We are seeking a highly skilled and experienced Family Support Services Manager to oversee and develop support programs for children and young people.Key ResponsibilitiesProgram Development and ManagementDevelop and implement trauma-informed support programs...

  • Strategic Account Director

    6 days ago

    Canberra, ACT, Australia ServiceNow Full time

    About the RoleWe are seeking a highly skilled and experienced Strategic Account Director to join our team at ServiceNow. As a key member of our sales organization, you will be responsible for driving new business revenue through a SaaS license model by strategically managing accounts, researching prospects, and executing field-based sales activities within a...

  • Lead Rehabilitation Specialist

    3 days ago

    Canberra, ACT, Australia Team Tutor, LLC Full time

    About the RoleWe are seeking a highly skilled and experienced Principal Consultant to join our team at Team Tutor, LLC. As a key member of our organization, you will be responsible for leading by example and helping shape our Canberra, ACT team for ongoing future success.Key ResponsibilitiesManaging your own caseload and providing thought leadership and...

  • Director, Housing Services

    3 days ago

    Canberra, ACT, Australia ACT Community Services Directorate Full time

    Job Summary:The ACT Community Services Directorate is seeking a highly skilled and experienced Director to lead the Tenant Experience team in the management of public housing tenancies and provision of advice and support to tenants and stakeholders.Key Responsibilities:Provide strong and strategic leadership in a dynamic and challenging operational...

  • Strategic Account Director

    7 days ago

    Canberra, ACT, Australia Singtel Optus Pty Limited Full time

    Unlocking Business Growth OpportunitiesAt Singtel Optus Pty Limited, we're committed to delivering exceptional customer experiences and driving business success. As a Strategic Account Director, you'll play a pivotal role in leading our efforts to develop and maintain strong relationships with major government clients.Your Key ResponsibilitiesLead the...