Duties/Responsibilities:
Acts as a customer advocate and strategic advisor, balancing client advocacy with business discipline.
Maintains regular touchpoints with operational contacts.
Ensures follow-ups and action items are tracked and completed.
Builds rapport and credibility through responsiveness and preparation.
Learns to manage expectations clearly and confidently.
Builds strong relationships with key customer staff, account management, and Managed Services leadership.
Leads high-level client engagement, including quarterly business reviews (QBRs)
Sets and resets expectations of service quality, availability, and timeliness — no surprises.
Navigates conflict and escalation directly, respectfully, and early.
Acts as the central coordination point between client and delivery teams.
Tracks KPIs and service performance metrics.
Helps prepare value summaries and review materials.
Monitors account signals and flags potential risks early.
Maintains organized documentation of issues and outcomes.
Develops ability to connect activities to outcomes through value storytelling
Establishes and executes strategic account plans aligned to client business priorities.
Ensures compliance with Service Level Agreements and proactively manages risk.
Maintains a proactive risk register and identifies early warning indicators.
Leads recovery strategies when accounts enter a heightened or at-risk state.
Manages Root Cause Analysis processes and participates in Priority events as needed.
Works with clients and delivery teams to identify and implement service improvement plans.
Translates customer requirements into prioritized service and project requests.
Reports and communicates service operations and performance to relevant stakeholders.
Ensures reports (incident, performance, billing) are delivered on agreed schedules.
Supports billing coordination and documentation.
Tracks scope alignment and contract basics.
Assists in true-up preparation.
Learns fundamentals of revenue retention and expansion.
Develops financial literacy regarding account health.
Assists with retention, renewal strategy (beginning 12 months prior), expansion, and revenue growth.
Partners with sales leadership to influence account growth strategy.
Ensures true-ups and billing accuracy in partnership with finance.
Understands contractual obligations and protects company interests.
Drives alignment across client stakeholders and internal teams.
Serves as an active member of the Change Advisory Board, ensuring changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
Ensures operational compliance and service governance standards are upheld.
Serves as the primary coordination point across delivery, account, and client teams.
Drives strategic initiatives to improve customer satisfaction and operational efficiency.
Assists with development and continuous improvement of the services organization.
Results-driven and outcome-oriented — accountable for making things happen.
Other duties as assigned
Seek First to Understand: Listen before responding. Ask questions before offering solutions. Understanding the context matters more than reacting.
Assume Positive Intent: Start from the belief that teammates and clients are trying to do the right thing, even when things go wrong.
Coachable: Open to feedback, willing to adjust, and committed to getting better — not proving you are right.
Outcome-Oriented: Focused on client outcomes and business impact — not just tasks, tickets, or activity.
Ownership Mentality: If it touches the client experience, it’s our problem to solve — no silos, no finger-pointing.
Clear & Direct Communicators: Say the hard things early, respectfully, and clearly — internally and with clients.
Don’t Win Individually by Losing Collectively: Build credibility by representing the company well — never at the expense of your teammates or delivery teams.
Consistently Positive (Not Naïve): Optimistic, steady, and solutions-focused — even under pressure.
Trust Builders: Reliable, prepared, and transparent. Do what you say you’ll do, every time.
Be Curious: Genuinely interested in the client’s business, people, and priorities — not just the contract.
Aligned as One Team: Success is shared. Wins are collective. Misses are learned from together.
Relationship & Executive Leadership
Value Storytelling & Risk Management
Financial Ownership & Growth
Operational Leadership & Governance
Leadership Principles in Action
Education and Experience:
ITIL Foundation Certification
PMI Project Management Professional (PMP) certification
ServiceNow experience
Undergraduate degree and 6 years relevant experience
Minimum Required: 6+ years of relevant IT Service Account Management experience
Preferred:
Knowledge, Skills, Abilities
Good understanding of IT Service Management processes and procedures.
Basic understanding of IT Project Management principles and techniques.
Ability to manage change, engage team members, provide direction and leadership to others.
Ability to manage and escalate client issues.
Ability to react and adjust priorities of tasks.
Good facilitation, communication, and presentation skills.
Comfortable in communicating and interacting with C-level customer stakeholders.
Proficient in MS Office:
MS Word – must be able to create and modify documents
MS Excel – create and modify pivot tables, manipulate data, create charts and graphs
MS Power Point – create and modify presentations
Physical Requirements
Performance of Essential Functions: Ability to safely and effectively perform all essential job functions listed herein while meeting established productivity and quality standards.
Attendance: Ability to maintain regular and predictable attendance, consistent with ADA, FMLA, and other applicable requirements. Includes ability to safely and reliability travel to and from an office and/or client work site, as required.
Work Environment: Ability to perform job duties at customer sites or in data center environments which may include:
Standing, walking, bending, and lifting or moving equipment weight up to fifty (50) pounds.
Working in areas with fluctuating temperatures, including warm and cold environments, both indoors and outdoors.
Exposure to production environments that may include higher noise levels, bright lighting, and varying airflow.
Manual Dexterity: Ability to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms, as needed.
Communication Skills: Ability to hear, listen, and communicate clearly while performing job duties.
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, in accordance with the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other applicable federal, state, and local laws.
