Manager, Technical Account Management

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

Role Summary: 

We are looking for a proven Sales Leader for a team of Technical Account Managers who act as a bridge between the customer and  ServiceNow, ensuring customer satisfaction while understanding and solving technical challenges. This role requires the ability to lead salespeople, manage relationships, support sales efforts, and possess a deep understanding of ServiceNow’s products/services.  With a focus on Customer Retention & Resolution, you will play an escalation le in maintaining and enhancing customer relationships. Your team’s primary responsibility will be to identify at-risk customers, resolve issues related to contract terminations and renewals, and proactively work to retain customers. You’ll be a skilled negotiator, empathetic listener, and advocate for both the customer and the company, ensuring long-term customer satisfaction and retention. 

Key Responsibilities: 

Account Management & Leadership: 

• Lead of team of sales people to help maintain customers.  
• Develop and execute account plans to drive growth and retention, this includes running sales plays, involving extended teams, being an escalation path.  
• Implement strategies across the team to proactively retain customers who express a desire to terminate or reduce their contract spend. 
• Prioritize at-risk customers and reach out to increase product adoption and retention. 
• Develop initiatives to foster customer loyalty. 
• Establish clear and empathetic communication channels with customers, reps, and ServiceNow extended team.  
• Build and maintain strong, long-term relationships with clients and employees. 

Technical Consultation: 

• Actively listen to customer concerns and provide timely, thoughtful responses. 
• Understand the root causes of customer concerns and negotiate solutions that align with both the customer’s needs and the company’s goals. 
• Work closely with engineering or technical teams to address customer challenges. 

Problem-Solving and Support:  

• Understand the customer’s specific needs and use case and present alternatives that encourage customers to continue using the product or service as necessary. 
• Act as the voice of the customer within the company, ensuring feedback and concerns are communicated to relevant teams. 
• Advocate for internal improvements that will increase customer satisfaction and reduce escalations. 
• Proactively identify opportunities to enhance reputation through positive customer interactions and relationship-building strategies.  
• With an improved relationship, drive upsell and cross-sell opportunities based on technical product knowledge. 
• Handle customer escalations when necessary. 
• Continuously assess and improve customer resolution processes. 
• Identify and suggest enhancements to minimize customer issues and escalations. 
• Maintain comprehensive records of all customer interactions, including issues, resolutions, and feedback for internal reporting and analysis. 
• Prepare and present regular reports on key customer retention metrics, including success rates in retaining customers and overall improvements in customer satisfaction.  

Qualifications

Education: 

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field. 

Experience: 

• 3-5+ years in account management, technical sales, solution consulting or a customer-facing technical role. 
• 2+ years experience in leading sales teams 
• Proven track record in managing accounts and driving customer success. 

Technical Skills: 

• Understanding of the ServiceNow platform or similar cloud-based solutions, experience with IT Service Management and ITIL preferred 
• Ability to understand technical documentation and troubleshoot issues. 
• Proficiency in CRM tools and productivity software (e.g., MS Office,) 

Soft Skills: 

• Strong ability to collaborate with cross-functional teams and with internal stakeholders, including Renewals, Solution Consulting and other sales and technical teams. 
• Excellent communication and interpersonal skills. <