Crossfuze

ServiceNow consulting and managed ITSM services

Account Manager

Account ManagementUpdated on Nov 15

Full-timeMinneapolis, MN, USA$60k - $85k /yrHybrid

About the Job

Requirements

3-5 years of sales, relationship, and/or project management experience.
5+ years of IT Managed Services experience or IT Management experience.
Ability to communicate complex concepts to stakeholders at multiple levels and articulate the business value of proposed solutions.
Exceptional attention to detail with strong organizational and time-management skills.
Experience creating reports using multiple data sources and translating data into meaningful insights for customer stakeholders at various levels.
Ability to manage competing deadlines and develop clear, professional proposals, recommendations, and executive summaries for clients.
Ability to build and maintain relationships with customer stakeholders and key decision-makers.

Responsibilities

Serve as the voice of the customer within Virteva and represent Virteva within assigned customers across sales and delivery workloads.
Provide project oversight and management within assigned accounts and new customer onboarding.
Monitor SLA compliance, client satisfaction, and agreed service targets; provide SLA attainment reporting and identify continuous service improvement opportunities across assigned accounts.
Conduct regular meetings and interactions with assigned customers, providing analysis and recommendations and acting on relevant or necessary tasks.
Prepare monthly customer reports and ensure accurate monthly invoicing for assigned accounts.
Coordinate delivery of Root Cause Analysis reports and activities.
Provide oversight of the Customer Care process within assigned accounts.
Identify and pursue new sales opportunities within assigned accounts, maintaining accurate opportunity tracking in Virteva’s CRM.
Develop a revenue growth plan and review it regularly with sales management.
Provide timely, attentive responses to customer needs, requests, and escalations.
Participate in internal sales meetings and business development activities.
Build and strengthen relationships with key stakeholders across assigned customer accounts.
Identify prospect and client issues and create comprehensive solution proposals, which may require or include Professional Services and/or Managed Services; present solutions and value-driven propositions to drive account growth and partnership.
Perform contract negotiations and facilitate related actions for contract development and negotiation with Virteva leadership.
Perform other duties as assigned.

Desired Qualifications

Background and/or certifications in ITIL, with the ability to understand and rationalize data within the ITIL framework.

The Account Manager is responsible for developing and maintaining strong customer partnerships while overseeing service delivery and driving growth within assigned accounts. Serving as the voice of the customer within Virteva, this role works across sales and delivery teams to understand customer priorities, monitor account performance, identify opportunities for improvement and growth, and ensure customers receive meaningful business value from their partnership with Virteva.

Serve as the voice of the customer within Virteva, and represent Virteva within assigned customers across both sales and delivery workloads
Provide project oversight and management within your assigned accounts and new customer on-boarding
Monitor SLA compliance, client satisfaction, and agreed service targets; provide SLA attainment reporting and identify continuous service improvement opportunities across assigned accounts.
Conduct regular meetings and interactions with assigned customers, providing analysis, recommendations and acting on relevant or necessary tasks
Prepare monthly customer reports and ensure accurate monthly invoicing for assigned accounts
Coordinate delivery of Root Cause Analysis reports and activities
Provide oversight of Customer Care process within your assigned accounts
Identify and pursue new sales opportunities within assigned accounts, maintaining accurate opportunity tracking in Virteva’s CRM
Develop revenue growth plan and review with sales management on a regular basis
Provide timely, attentive responses to customer needs, requests and escalations
Participate in internal sales meetings and business development activities
Build and strengthen relationships with key stakeholders across assigned customer accounts
Identify prospect/client issues and create comprehensive solution proposals (which may require or include Professional Services and/or Managed Services); effectively present solutions and value-driven propositions to drive account growth and partnership
Perform contract negotiations and facilitate related actions for contract development and negotiation with Virteva leadership
Other duties as assigned

3-5 years of sales, relationship, and/or project management experience
5+ years of IT Managed Services Experience or IT Management experience
Ability to communicate complex concepts to stakeholders at multiple levels and articulate the business value of proposed solutions.
Exceptional attention to detail with strong organizational and time-management skills
Experience creating reports using multiple data sources and translating data into meaningful insights for customer stakeholders at various levels
Ability to manage competing deadlines and develop clear, professional proposals, recommendations, and executive summaries for clients
Ability to build and maintain relationships with customer stakeholders and key decision-makers
Background and/or certifications in ITIL with the ability to understand and rationalize data within ITIL framework preferred

About the Company

Crossfuze

ServiceNow consulting and managed ITSM services

Crossfuze helps organizations accelerate long-term ServiceNow digital transformation by providing consulting, implementation, optimization, and managed services through an elite global partner network. Its offerings cover new ServiceNow deployments (e.g., Smart Launch ITSM with 30-day go-live and 90-day guarantee), business case development and roadmap audits, and ongoing value for existing users (SMART SAM/SMART PPM and ManagedNow). The company differentiates itself with 19 years of Enterprise Service Management experience, 2,500+ implementations, and recognition as a ServiceNow Elite partner, enabling faster time-to-value and predictable outcomes. Its goal is to deliver reliable, scalable, and cost-conscious ServiceNow solutions that help organizations realize their ServiceNow vision.

Company size: 1-10
Company stage: Acquired
Total funding: Not listed
Headquarters: Buffalo, NY
Founded: 2000

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