🔹 Job Title: Manager, Support Account Services Management
🔹 Company: ServiceNow
🔹 Location: Guadalupe, San José, Costa Rica
🔹 Job Type: On-site
🔹 Category: Not specified
🔹 Date Posted: March 29, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: Remote OK
Key aspects of this role include:
ASSUMPTION: The role is crucial for developing a customer-first culture within ServiceNow's support division, leveraging AI technology for operational excellence.
✅ Lead the development and strategy of a Support Account Management Team.
✅ Coach and inspire team members to achieve high performance levels.
✅ Utilize KPIs and analytics to refine customer support processes.
✅ Maintain strong interdepartmental relationships and facilitate business discussions.
✅ Act as an escalation point for critical customer issues.
ASSUMPTION: This role demands a balanced approach between technical expertise and people management skills to meet evolving customer needs effectively.
Education: Not specified, but likely requires a bachelor's degree in a related field.
Experience: Previous management experience in high technology environments.
Required Skills:
Preferred Skills:
ASSUMPTION: Candidates with experience in service delivery management and enterprise customer support will likely have the edge in the application process.
Salary Range: Not specified, expected to align with industry standards for management roles.
Benefits:
Working Hours: 40 hours per week, potential for flexible scheduling.
ASSUMPTION: Comprehensive benefits are likely offered to attract top-tier candidates in a competitive market.
Industry: Software Development with a focus on cloud platforms
Company Size: 10,001+ employees, presenting large-scale opportunities and resources
Founded: 2004 in San Diego, CA
Company Description:
Company Specialties:
Company Website: www.servicenow.com
ASSUMPTION: The company's strong reputation in the software industry can provide a supportive environment for career development.
Career Level: Mid to Senior level with significant responsibility
Reporting Structure: Likely reports to senior management within customer operations
Work Arrangement: Primarily on-site with possible flexible remote options
Growth Opportunities:
ASSUMPTION: This position offers substantial growth potential given ServiceNow's industry prominence and continuous innovation efforts.
Office Type: Modern corporate facility designed for collaboration
Office Location(s): Guadalupe, San José, Costa Rica
Geographic Context:
Work Schedule: Standard business hours with potential for remote work
ASSUMPTION: The Costa Rica location supports a thriving tech community, which may enhance networking opportunities.
Typical Process:
Key Assessment Areas:
Application Tips:
ATS Keywords: Customer Support, AI Integration, Leadership, Data Analysis
ASSUMPTION: The application process likely emphasizes demonstrated experience with technology and team leadership.
ASSUMPTION: Familiarity with ServiceNow's software solutions will be crucial for success in this role.
Company Values:
Work Style:
Self-Assessment Questions:
ASSUMPTION: Candidates best suited for this role are those who thrive in collaborative and innovative settings.
ASSUMPTION: Challenges may arise from maintaining high-level support standards during rapid growth.
ASSUMPTION: Although similar roles exist, this position may offer more involvement with innovative AI technologies.
ASSUMPTION: Projects likely focus on innovation and efficiency improvements within customer support.
ASSUMPTION: These questions are likely to help candidates assess alignment with both the role and company culture.
To apply for this position:
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.