Advertisement

Manager, Support Account Services Mgmt

| Chicago, IL | Hybrid
Sorry, this job was removed at 6:34 p.m. (CST) on Wednesday, October 27, 2021
Find out who's hiring in Chicago, IL.
See all Sales jobs in Chicago, IL
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

*This is a remote role for an individual residing in the central timezone 

**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, holding a green card, will be considered.

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 for our Federal customers and Commercial customers that need to operate in a FedRAMP environment.
  • 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.

Qualifications

To be successful in this role you have:


  • Worked experience in a FedRAMP High/DoD IL-4 environment is preferred.
  • 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.


JV20

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or [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.


Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

More Jobs at ServiceNow

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ServiceNowFind similar jobs like this