Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy, and consent to receive emails from Rise
Jobs / Job page
Senior Manager, Support Account Services Management - Federal image - Rise Careers
Job details

Senior Manager, Support Account Services Management - Federal - job 2 of 2

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

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.
  • 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:

  • 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.

 

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $152,700 - $267,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. 

ServiceNow Glassdoor Company Review
4.5 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
ServiceNow DE&I Review
4.6 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
CEO of ServiceNow
ServiceNow CEO photo
Bill McDermott
Approve of CEO

Average salary estimate

$210000 / YEARLY (est.)
min
max
$152700K
$267300K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

Similar Jobs
Photo of the Rise User
ServiceNow Hybrid 4810 Eastgate Mall, San Diego, California, United States
Posted 14 days ago
Inclusive & Diverse
Mission Driven
Rise from Within
Diversity of Opinions
Work/Life Harmony
Empathetic
Feedback Forward
Take Risks
Collaboration over Competition
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Conferences Stipend
Paid Time-Off
Maternity Leave
Equity

Lead ServiceNow’s platform persistence engineering team to drive innovation in relational and hybrid database solutions for enterprise cloud applications.

Photo of the Rise User
ServiceNow Hybrid Building A,B,C 2225 Lawson Lane, Santa Clara, CALIFORNIA, United States
Posted 14 days ago
Inclusive & Diverse
Mission Driven
Rise from Within
Diversity of Opinions
Work/Life Harmony
Empathetic
Feedback Forward
Take Risks
Collaboration over Competition
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Conferences Stipend
Paid Time-Off
Maternity Leave
Equity

An opportunity for a skilled Staff Software Engineer at ServiceNow to design and develop cutting-edge, scalable software products in a hybrid work environment.

Photo of the Rise User
EMS Management & Consultants Hybrid Winston-Salem, North Carolina, United States
Posted 8 days ago

Seeking a Client Success Representative to enhance client account management and retention in a healthcare billing focused company.

Photo of the Rise User
ZoomInfo Technologies LLC Hybrid Waltham, Massachusetts, United States
Posted 11 days ago

The Customer Success Manager III at ZoomInfo champions strategic client relationships, driving adoption and retention of market-leading SaaS solutions in a hybrid work environment.

Romero Roofing & Siding seeks a dedicated Customer Service Representative to deliver outstanding client support within the construction industry.

Fortune Brands Hybrid 520 Lake Cook Rd, Deerfield, IL 60015, USA
Posted 6 days ago

A remote Customer Service Representative role at Fortune Brands, supporting smart home and luxury products across various brands.

Photo of the Rise User

Concentra seeks a detail-oriented Bilingual Patient Coordinator to manage patient interactions and administrative tasks ensuring exceptional service at our Houston facility.

Photo of the Rise User

Athletico seeks a dedicated Front Office Coordinator in Ashland, VA, to deliver first-class patient service and coordinate clinic operations.

Photo of the Rise User
Postman Hybrid San Francisco, California, United States
Posted 3 days ago

Support and guide customers technically at Postman to maximize their success with APIs and product adoption as a Technical Product Advisor.

CodeRabbit Hybrid No location specified
Posted 6 days ago

An innovative AI-focused company seeks a Customer Engineer in the Americas to provide technical solutions and champion customer success with their cutting-edge code review platform.

Photo of the Rise User
Posted 12 days ago

Drive success and growth for mid-market customers at StrongDM with innovative customer success strategies in a fully remote role.

Photo of the Rise User
Starry Hybrid No location specified
Posted 5 days ago

Contribute to Starry's mission by providing expert remote customer support on a part-time basis, helping customers with internet service and technical issues.

Photo of the Rise User
Posted 6 days ago

Serve as a vital liaison and brand ambassador at Modern Animal, enhancing client and veterinary team interactions in Santa Monica.

Photo of the Rise User

Eurofins Scientific is hiring a Project Management Specialist to provide customer service and sample management support at their Cary, NC facility.

Photo of the Rise User

Trackwrestling, powered by FloSports, is looking for a passionate seasonal Customer Support Representative to deliver excellent service and solutions to their wrestling platform users.

We're on a mission to become the defining enterprise software company of the 21st century.

2517 jobs
MATCH
Calculating your matching score...
CULTURE VALUES
Inclusive & Diverse
Mission Driven
Rise from Within
Diversity of Opinions
Work/Life Harmony
Empathetic
Feedback Forward
Take Risks
Collaboration over Competition
BENEFITS & PERKS
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Conferences Stipend
Paid Time-Off
Maternity Leave
Equity
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
March 12, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!