Description:

We are seeking a dynamic and experienced Senior to lead our client relationship and growth initiatives across key accounts in ServiceNow.

This role involves strategic oversight of the account management team, driving customer satisfaction, revenue growth, and operational excellence across the account portfolio.

The ideal candidate will have a proven track record in leading high-performing sales/account management teams, a deep understanding of IT services, and experience working with platforms like ServiceNow.

Key Responsibilities:

Team Leadership & Development:

- Lead, mentor, and manage a team of Account Managers focused on delivering value to enterprise clients.

- Set clear goals, track performance metrics, and support professional development of team members.

- Foster a high-performance, customer-first culture across the team.

Strategic Account Oversight:

- Provide strategic direction and oversight on key client relationships across the teams portfolio.

- Support Account Managers in developing and executing account growth strategies.

- Serve as an escalation point for high-stakes issues or opportunities.

Customer Success & Retention:

- Ensure consistent, high-level client satisfaction across all managed accounts.

- Drive initiatives to improve Net Promoter Scores (NPS), renewals, and service adoption.

- Oversee delivery quality, customer feedback loops, and satisfaction metrics.

Revenue Growth & Expansion:

- Own team-level revenue targets across renewals, upsells, and cross-sells.

- Collaborate with sales leadership to align account growth strategies with broader business goals.

- Identify opportunities for solution expansion within strategic accounts.

Partner & Ecosystem Engagement:

- Guide the team in partner-led sales motions, especially with ServiceNow, Salesforce, and system integrators (SIs).

- Build strong relationships with technology and service delivery partners to drive joint go-to-market strategies.

Operational & P&L Management:

- Manage team budgets, forecasting, and reporting in alignment with leadership expectations.

- Maintain accountability for team performance against sales KPIs and client success metrics.

Stakeholder Collaboration:

- Work cross-functionally with delivery, marketing, sales, and leadership teams to ensure a seamless customer experience.

- Participate in strategic planning and business reviews with internal and external stakeholders.

Qualifications:

- 15+ years of experience in IT services sales or account management, with at least 5 years in a leadership role.

- Strong knowledge of ServiceNow or similar enterprise platforms.

- Proven track record of leading high-performing account management teams and delivering on revenue targets.

- Experience in partner-led sales, co-selling with OEMs or system integrators.

- Excellent communication, negotiation, and stakeholder management skills.

- Bachelor's degree required; MBA or relevant certifications a plus.

Preferred Traits:

- Strategic thinker with a customer-centric approach.

- Strong analytical and forecasting capabilities.

- Ability to thrive in a fast-paced, matrixed organization.