Senior Manager, Support Account Services Management - Federal

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.