Director, Support Account Services Management

  • Twelve01West 176 North Racine Ave Suite 500, Chicago, ILLINOIS, United States
  • Employees can work remotely
  • Full-time
  • Work Persona: Remote
  • Region: AMS - North America and Canada
  • Employee Type: Regular

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

Director, Support Account Management Role

  • The Director for Support Account Management ensures high customer satisfaction by providing a personalized experience for our most complex customers that require a higher level of engagement and oversight.  They are focused on building high performing teams that proactively support, maintain and deliver a defined set of services that ensure their regional customers stay healthy. The Support Account Management team collaborates with multiple organizations within ServiceNow to meet customer’s expectations and provide a seamless, high touch, proactive support experience, extending the standard Support offering of ServiceNow.

Role Expectations

  • Responsible for managing, leading, developing, growing and mentoring a highly skilled team focused on proactively managing a regional portfolio of customers, resolving technical issues by driving cross-functional teams to ensure customer issues are clearly identified and resolved.

What you get to do in this role

  • Drive Customer Satisfaction
    • Proactively lead a team responsible for a regional portfolio of customers
    •  Oversee the execution of our contracted set of support deliverables
    • Proactively address customers with chronic issues
    • Collaborate across internal departments to address customer issues quickly
    • Oversee escalated situations to ensure your team is executing the right game plan to quickly reach a resolution
    • Set customer expectations and deliver on them
  • Build High Performing, Engaged Teams
    • Manage your team's capacity, growth and organizational design
    • Build internal leadership networks to understand future capacity needs
    • Onboard and ramp new employees quickly
    • Mange and provide ongoing performance evaluations and career growth conversations 
    • Drive continuous improvement of processes and tools to be effective in supporting our customers
  • Keep internal and external stakeholders informed
    • Communicate with customers, at all management levels, to show accountability and build trust
    • Provide timely and accurate internal communications around escalated issues
    • Ensure alignment across internal cross-functional teams to resolve issue quickly
    • Build an internal network across department leaders to leverage trusting relationships 
    • Develop good communication skills throughout your teams to scale our ability to notify and communicate effectively
  • Drive Innovation and Operational Improvements
    • Drive regional and global consistency on our tools, processes and deliverables
    • Identify gaps and drive continuous improvement
      • Identify and execute on what makes it easier for our customers to work and interact with our Support Account Managers
      • Identify and execute on ways to make it easier for our Support Account Managers to proactively support our customers

 

 

Qualification

To be successful in this role you need:

  • Experience in Enterprise Technical Support or prior background within PaaS/SaaS environments is required
  • Prior experience in leading/managing a Technical Support team/organization across multiple centers/locations. 
  • Strong technical background with strong knowledge of databases, enterprise applications, infrastructure configurations and cloud operations are desirable
  • Excellent leadership skills with the ability to work independently and drive closure of issues in collaboration with cross functional departments
  • A proven track record in leading/managing diverse teams with the ability to communicate/engage at the CxO level
  • Excellent interpersonal, written and oral communication skills, demonstrated by the ability to listen to and empathize with others, convey confidence, provide exemplary levels of service, resolve conflict effectively
  • Proven ability to maintain a professional demeanor when handling complex user issues and implement/manage governance process to cater to the needs of customers and partners
  • Have the ability to work under pressure, diffuse tense situations, and restore customer confidence during impactful and business critical situations
  • Experience in people management, leadership, development, mentoring and coaching with the ability to interact and collaborate with colleagues at all technical & business levels.
  • Have a customer service and growth mindset with a passion for delivering industry leading customer support experiences for major customers and partners

 

 

Qualifications

Qualification

To be successful in this role you need:

  • 8-10+ years of leadership experience managing teams preferrably with 4-5 years leadership experience within PAAS/SAAS environments
  • Experience in Enterprise Technical Support or prior background within PaaS/SaaS environments is required
  • Prior experience in leading/managing a Technical Support team/organization across multiple centers/locations. 
  • Strong technical background with strong knowledge of databases, enterprise applications, infrastructure configurations and cloud operations are desirable
  • Excellent leadership skills with the ability to work independently and drive closure of issues in collaboration with cross functional departments
  • A proven track record in leading/managing diverse teams with the ability to communicate/engage at the CxO level
  • Excellent interpersonal, written and oral communication skills, demonstrated by the ability to listen to and empathize with others, convey confidence, provide exemplary levels of service, resolve conflict effectively
  • Proven ability to maintain a professional demeanor when handling complex user issues and implement/manage governance process to cater to the needs of customers and partners
  • Have the ability to work under pressure, diffuse tense situations, and restore customer confidence during impactful and business critical situations
  • Experience in people management, leadership, development, mentoring and coaching with the ability to interact and collaborate with colleagues at all technical & business levels.
  • Have a customer service and growth mindset with a passion for delivering industry leading customer support experiences for major customers and partners

 

 

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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you 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 [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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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