Senior Support Account Manager

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Senior Support Account Manager

ServiceNow’s Support Account Management (SAM) team provides a proactive and customized support experience for customers that require a higher level of engagement than ServiceNow’s standard level of Customer Service & Support. Support Account Managers are post-sales resources who serve as single points of contact into ServiceNow’s Support organization. The SAM ensures our platform and applications can support customer business goals and helps prioritize the support activities needed to keep their solution healthy. Our team helps preparing for upgrades, planning major changes, and helps customers effectively manage their ServiceNow platform.

The main objectives of the SAM include:

• Advocacy – Understanding of and focus on the customer’s ServiceNow platform and application goals
• Management – High-level oversight/escalation point for the customer’s ServiceNow Case, Problem, and Change records
• Reporting – Agreed upon and regular service management reporting and analysis
• Coordination – Facilitation of major changes and activities within the customer’s ServiceNow instances

What you get to do in this role:

• Act as an escalation point for customer impacting business critical issues.
• Deeply understand the customer’s business strategies, challenges, and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Ability to maintain credibility and trust through action and responsiveness within your designated customer accounts.
• Understand and explain ServiceNow application, features, and benefits as it relates to customer needs.
• Offer exceptional customer service, including maintaining customer relationships and ensuring ServiceNow’s reputation is protected.
• 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.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Partnering with the customers assigned counterpart on a frequent cadence with the intention of continually moving the relationship forward.
• Act as the mediator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.

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

The successful candidate will have experience in a high-tech environment, working with companies with large IT organizations utilizing ITIL best practices in complex, global deployments. Your experience should also include a successful track record in support management applying strong project and task-management abilities to meet your customer deliverables. You are a creative problem solver who can lead internal teams in solving a customer issue.

Essential:

• Excellent written and oral communication skills in English language

• Account management experience
• Comfortable interacting with all levels of management
• Fundamental understanding of ITSM in large organizations
• Working knowledge of ITIL incident, problem and release management process and procedures
• Broad technical understanding in a cloud software environment
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
• Have a growth & collaborative mindset
• Ability to work cohesively within a global model

Advantageous:

• Experience in Project Management capabilities and principles
• Experience with ServiceNow will be considered an advantage
• Experience of working in an international environment
• Experience dealing with technical support teams

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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