Manager, Support Account Services Management - Federal - Remote

Overview

The Manager of Support Account Services Management will lead the development of a Support Account Management Team, focusing on strategies and performance metrics to enhance customer support experiences.

In Short

• Lead the development of a Support Account Management Team.
• Guide team members to achieve high performance through coaching and training.
• Enhance customer support experiences through refined processes.
• Use KPIs and analytics to drive improvement.
• Foster a culture of teamwork and collaboration.
• Build relationships with various internal teams.
• Engage in business discussions related to renewals and new sales.
• Serve as an escalation point for critical customer issues.
• Participate in organizational projects to enhance programs.
• Mentor team members to achieve organizational objectives.

Requirements

• Experience with AI integration in decision-making and workflows.
• Management experience in high-tech and enterprise environments.
• Ability to translate strategic needs into actionable outcomes.
• Strong communication skills with all management levels.
• Experience in mentoring employees for leadership roles.
• Direct customer-facing role experience with account responsibilities.
• Experience in fast-paced environments meeting customer demands.
• Knowledge of sales operations and contractual negotiations.
• Ability to motivate individuals towards larger goals.
• Experience in service delivery management.

Benefits

• Competitive salary range with equity options.
• Variable/incentive compensation structure.
• Health plans and flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Flexible time away plan.
• Family leave programs.