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Account Management Team Lead
2 months ago
At 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 team.
- Guide team members to achieve their highest levels of performance through coaching, training, and opportunities for growth.
- Support and inspire the team to deliver exceptional customer support experiences.
- Refine Support Account Management interactions and processes using data and analytics.
- Lead by example to foster a culture of teamwork, collaboration, and service excellence.
- Build and maintain relationships with cross-functional teams, including Technical Support, Operations, Sales, and Customer Success.
- Lead renewal and new sales business discussions with Sales teams and Sales Operations.
- Advocate for critical customer issues as a key escalation point.
- Participate in organizational projects and programs to enhance our overall program.
- Mentor and execute to achieve customer, corporate, organizational, and employee objectives.
Requirements:
- Management and contributor experience in high technology, enterprise, and commercial account environments.
- A successful track record in management with the ability to translate operational, tactical, and strategic needs into specific actions and outcomes.
- Excellent written and oral communication skills.
- Extensive experience in mentoring and growing employees into leadership opportunities.
- Multiple years of experience working in direct customer-facing roles with account responsibilities and executive-level interactions.
- Prior experience working in fast-paced companies and meeting customer demands on time.
- Experience working with Sales Operations, sales modeling, contractual negotiations, and deal constructs.
- 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 delivering and executing proactive, reactive, ad hoc, and scheduled deliverables.
- Previous experience working in Enterprise Customer Support and/or Service Delivery Management organizations.
What We Offer:
ServiceNow is an Equal Employment Opportunity Employer. We offer a culture of belonging, inclusivity, collaboration, and customer focus. We prioritize work-life balance and well-being, providing flexible work arrangements, competitive compensation, and generous benefits. This is a collaborative and inclusive work environment where individuals can grow their careers through working with advanced technologies and talented professionals.
Additional Information:
ServiceNow is committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome candidates from diverse backgrounds and encourage applications from individuals who might not come from a traditional path connected to this role. We believe skills and experience are transferable, and the desire to dream big makes for great candidates.
