Manager, Support Account Services Management

📌 Core Information

🔹 Job Title: Manager, Support Account Services Management

🔹 Company: ServiceNow

🔹 Location: Guadalupe, San José, Costa Rica

🔹 Job Type: On-site

🔹 Category: Software Development

🔹 Date Posted: Sat Mar 29 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote OK

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading efforts to develop and build a Support Account Management Team
• Guiding team members to achieve their highest performance levels
• Refining Support Account Management processes with KPIs and analytics
• Building relationships across various divisions, including Sales and Engineering

ASSUMPTION: The role involves leading a newly formed or growing team within an established company, focusing heavily on metrics and cross-department collaboration. This assumes a need for dynamic leadership and a strategic mindset.

📋 Key Responsibilities

✅ Develop strategies for Support Account Management Team building

✅ Coach and train team members to enhance customer management skills

✅ Inspire the team to deliver excellent customer support experiences

✅ Refine interactions using data-driven decision-making

✅ Cultivate a teamwork-based culture within the team

✅ Collaborate in business discussions with sales teams

✅ Act as an escalation point for customer issues

✅ Mentor towards achieving company and employee objectives

ASSUMPTION: The responsibilities suggest a balanced focus on both customer management and internal team development, highlighting a dual emphasis on external and internal service excellence.

🎯 Required Qualifications

Education: Not specified

Experience: Successful management track record in high technology, with comfort handling C-suite interactions

Required Skills:

• Experience in AI integration in business processes
• Excellent verbal and written communication skills
• Proficiency in customer-facing roles

Preferred Skills:

• Sales operations acumen
• Technical or operational knowledge in cloud-based platforms

ASSUMPTION: The qualifications imply an advanced understanding of technology and strategic business management, possibly assuming familiarity with enterprise-level operations.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Comprehensive health insurance
• Flexible work arrangements
• Professional development opportunities

Working Hours: 40 hours per week

ASSUMPTION: Based on industry standards, compensation is likely competitive with comprehensive benefits aimed at work-life balance and growth.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development

Company Size: 10,001+ employees, indicating vast resources and global reach

Founded: 2004

Company Description:

• Pioneer in cloud-based platform solutions
• Serving 85% of the Fortune 500®
• Focused on AI-enhanced technologies

Company Specialties:

• Service Management
• Enterprise Cloud
• IT Operations Management (ITOM)

Company Website: http://www.servicenow.com

ASSUMPTION: The company environment is likely fast-paced and innovation-driven, requiring adaptability from employees.

📊 Role Analysis

Career Level: Mid to senior level

Reporting Structure: Likely reporting to senior management within the Support Account Services department

Work Arrangement: Balances on-site demands with remote flexibility

Growth Opportunities:

• Potential for leadership advancements
• Exposure to cross-functional initiatives
• Opportunities to drive strategy and change

ASSUMPTION: This role provides growth into strategic leadership within a high-growth tech company, underpinned by diversified daily tasks.

🌍 Location & Work Environment

Office Type: Modern, collaborative workspace

Office Location(s): Guadalupe, San José, Costa Rica

Geographic Context:

• Located in a vibrant tech hub with ample networking opportunities
• Costa Rica offers a rich cultural diversity and lifestyle
• Advantages of working in an emerging market with potential for innovation

Work Schedule: Likely follows standard business hours with some flexibility

ASSUMPTION: The work environment balances innovative industry needs with cultural insights, offering employees a dynamic yet supportive workplace.

💼 Interview & Application Insights

Typical Process:

• Initial online application review
• Phone screening with HR
• Technical and managerial interviews

Key Assessment Areas:

• Leadership capabilities
• Problem-solving skills
• Customer management expertise

Application Tips:

• Highlight experience in AI and strategic management
• Discuss past leadership successes
• Emphasize versatility in technical and customer-centric roles

ATS Keywords: AI Integration, Management, Customer Support, Leadership, Cloud-based Solutions

ASSUMPTION: The application process prioritizes comprehensive technical and leadership proficiencies, ensuring candidates can meet high-performance standards.

🛠️ Tools & Technologies

• AI-powered analytics tools
• ServiceNow cloud platform
• Customer relationship management systems (CRMs)

ASSUMPTION: Candidates are expected to be familiar with the ServiceNow platform and modern CRM tools, enhancing service delivery through technology.

👔 Cultural Fit Considerations

Company Values:

• Innovation and continuous improvement
• Customer-centric focus
• Collaborative team culture

Work Style:

• Result-oriented and data-driven
• Adaptive to fast-paced changes
• Emphasis on teamwork and open communication

Self-Assessment Questions:

• How do you handle fast-paced, change-driven environments?
• What strategies do you use to lead a team to meet targets?
• How do you integrate AI into your workflows?

ASSUMPTION: Potential candidates should align with the innovative and dynamic work culture, fostering growth and team collaboration.

⚠️ Potential Challenges

• Handling simultaneous complex projects
• Meeting high customer satisfaction standards
• Navigating cross-department dependencies
• Managing time zones for global coordination

ASSUMPTION: The role demands agility in managing multifaceted tasks and expectations within a global organization.

📈 Similar Roles Comparison

• Higher emphasis on AI integration compared to traditional roles
• Broader interaction with cross-functional teams
• Increased focus on data analytics for customer insights

ASSUMPTION: Compared to similar positions, this role provides enriched strategic and technological elements, aligned with ServiceNow's innovative ethos.

📝 Sample Projects

• Implementing AI tools to enhance customer support efficiency
• Redesigning customer management processes using data insights
• Developing a cross-department engagement initiative for improved collaboration

ASSUMPTION: Sample projects suggest hands-on roles in strategic policymaking, underscoring a mix of operational and visionary skills.

❓ Key Questions to Ask During Interview

• What are the primary goals for the Support Account Management Team in the next year?
• How does ServiceNow plan to integrate AI further within customer support services?
• What tools does the team currently use for data analysis and customer insights?
• How are cross-department collaborations structured within ServiceNow?
• What professional development opportunities are available?

ASSUMPTION: Questions should focus on understanding the strategic direction and alignment with personal career aspirations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the ServiceNow career portal
• Ensure your resume highlights leadership and technical proficiencies
• Prepare for a potential AI acuity test post initial interview rounds
• Engage in interview discussions around strategic advancements in service management
• Follow up with a thank you note post-interview expressing continued interest

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.