Senior Manager, Support Account Services Management - Federal - Remote

Overview

The Senior Manager, Support Account Services Management - Federal will lead the development of a Support Account Management Team, focusing on customer support excellence and team performance.

In Short

• Lead the development of a Support Account Management Team.
• Coach and train team members for optimal performance.
• Enhance customer support experiences through strategic initiatives.
• Utilize KPIs and data analytics for process refinement.
• Foster a collaborative team culture.
• Engage with various internal teams to improve service delivery.
• Advocate for customer issues and manage escalations.
• Participate in organizational projects to enhance overall program.
• Mentor team members for career growth.
• Ensure alignment with corporate and customer objectives.

Requirements

• Experience with AI integration in work processes.
• Management experience in high-tech environments.
• Strong track record in operational and strategic management.
• Excellent communication skills at all management levels.
• Proven experience in mentoring employees.
• Direct customer-facing experience with account responsibilities.
• Ability to meet fast-paced customer demands.
• Knowledge of sales operations and contractual negotiations.
• Ability to motivate teams towards larger goals.
• Experience in service delivery management.

Benefits

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