Manager, Support Account Services Management

3 weken geleden

Amsterdam, Noord-Holland, Nederland ServiceNow Voltijd
Company Description

At ServiceNow, our technology drives global progress, and our dedicated team makes it happen. We move quickly because the world doesn't stand still, and we innovate uniquely for our clients and communities. When you join our team, you become part of a group of changemakers with boundless curiosity and a passion for creativity. We believe your peak performance is achieved when you lead a fulfilling life and share your distinct skills, so we strive to make that a reality. Together, we envision a bright future and support each other in turning our dreams into reality. The journey ahead is exciting, and it starts with you.

With over 7,700 clients, we cater to nearly 85% of the Fortune 500 companies. We take pride in being recognized as one of the FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

Explore more about our culture on the Life at Now blog and gain insights from our team members on their experiences at ServiceNow.

If you're unsure about meeting all the job requirements but feel enthusiastic about the role, we encourage you to apply. At ServiceNow, we are dedicated to fostering an inclusive environment where every voice is valued and respected. We welcome candidates from diverse backgrounds, even those with unconventional paths leading to this role, as we believe skills and experiences are transferable, and a passion for thinking big makes you an ideal candidate.

Job Description

What you can expect in this role:

  • Lead the development and growth of a Support Account Management Team, defining strategies, goals, and key performance indicators.
  • Coach, train, and provide opportunities for your team members to excel in customer management skills.
  • Inspire and support the team to deliver exceptional customer service.
  • Enhance Support Account Management processes and interactions using KPIs, data, and analytics.
  • Set a positive example to nurture a culture based on teamwork, collaboration, execution, and service.
  • Strengthen relationships with various departments such as Technical Support, Operations, Sales, Customer Success, Professional Services, and Engineering.
  • Lead discussions on Renewal and New Sales businesses with internal teams and Sales Operations, leveraging your expertise in Support Account Management.
  • Act as a key escalation point for critical customer issues.
  • Engage with your team to oversee organizational projects and programs aimed at enhancing our overall operations.
  • Collaborate with internal teams to reinforce the Support Account Management Brand internally.
  • Mentor continuously and drive efforts to achieve objectives for customers, company, organization, and employees.
Qualifications

To excel in this role, you should have:

  • Experience in managing high-tech, enterprise, and commercial accounts, particularly in Cloud-based computing environments.
  • A proven track record in management, translating operational, tactical, and strategic needs into actionable outcomes.
  • Confidence in interacting with management at all levels, including C-level executives.
  • Outstanding written and verbal communication skills.
  • Extensive experience in mentoring employees and preparing them for leadership roles.
  • Previous customer-facing roles with responsibilities for accounts and interactions with executives and leadership.
  • Experience in a fast-paced environment meeting customer demands on time.
  • Knowledge of Sales Operations, sales processes, negotiations, and deal approvals.
  • Ability to share Sales, Technical, or Operational knowledge effectively.
  • Aptitude for motivating individuals towards achieving common goals.
  • Proficiency in delivering proactive, reactive, scheduled, and ad hoc tasks.
  • Past roles in Enterprise Customer Support or Service Delivery Management.
Additional Information

ServiceNow is an Equal Employment Opportunity Employer. We value diversity and provide equal opportunities to all qualified applicants, regardless of race, color, religion, gender, age, disability, or any other legally-protected category.

At ServiceNow, we promote flexibility and trust in our evolving work landscape. Discover more about our work personas: flexible, remote, and required-in-office.

If you need accommodations during the application process or require an alternative application method, contact us for assistance.

For roles involving technical data subject to export control regulations, ServiceNow may need to secure export licensing approval from the U.S. Government for certain individuals. Employment is conditional upon obtaining any necessary approvals.

Be cautious of fraudulent job postings and scams. Stay informed on how to protect yourself. Legitimate ServiceNow job openings are available exclusively through the ServiceNow Careers site.

Fortune Fortune Media IP Limited. All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are independent entities and do not endorse ServiceNow products or services.

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