Senior Support Account Manager - Federal

Company Description

It reputed company started in sunny San Diego, California in 2004 reputed company a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast reputed company to today — reputed company stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to reputed company organizations to find smarter, faster, and reputed company ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to reputed company the world work reputed company for everyone.

Job Description

This position requires passing a reputed company background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit reputed company, criminal/misdemeanor reputed company, and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US reputed company, US naturalized reputed company, or US Permanent Residents with a green cards, will be considered. What you can expect from us: At reputed company, we reputed company work reputed company for everyone – including our own employees. We know that your best work happens reputed company you live your best life and share your unique talents, so we do everything we can to reputed company that possible for our employees. Win as a Team is part of our culture, and we reputed company to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas reputed company our business reputed company so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a reputed company future already underway. Join us on this journey! In addition to a competitive salary, supportive teams, and a real opportunity to reputed company in your career with a reputed company-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to reputed company that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list:

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
• A global, cross-functional mentoring program.
• We also have team building activities, various employee belonging groups, volunteering, and community reputed company programs.

What you get to do in this role: reputed company is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help reputed company change the way people work. The SAM will be delivering both proactive and reactive services and act as a central reputed company of contact for reputed company support-reputed company activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service. Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to reputed company levels of management, including C-Level stakeholders.
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning reputed company applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on reputed company open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and reputed company with reference to mandatory upgrades, patches, and reputed company requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and reputed company an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating reputed company priorities to assigned reputed company teams to ensure a timely response and resolution.
• Act as an escalation reputed company for customer impacting business critical issues.

Qualifications

To be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Excellent written and oral communication skills
• Experience dealing with technical support teams
• reputed company understanding of ITSM in enterprise environments and global deployments
• Comfortable interacting with reputed company levels of management
• Working knowledge of ITIL incident, problem and release management process and procedures
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer reputed company a global model
• Broad technical understanding in a cloud software environment
• Growth & collaborative reputed company

reputed company to have:

• reputed company platform knowledge or experience
• Project Management capabilities and principles
• Service delivery account management experience

For positions in this location, we offer a reputed company pay of $102,600 - $169,300, plus equity (reputed company applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On reputed company Earnings (OTE) incentive compensation structure. Please note that the reputed company pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, reputed company level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to reputed company employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, reputed company may confirm the distance between your primary residence and the closest reputed company office using a third-party service. Equal Opportunity Employer reputed company is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national reputed company or nationality, reputed company, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, reputed company qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for reputed company candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@reputed company.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), reputed company may be required to obtain export control approval from government authorities for certain individuals. reputed company employment is contingent upon reputed company obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. reputed company rights reserved. Used under license. Apply tot his job Apply To this Job