Support Account Manager Jobs

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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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:

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

What you get to do in this role:

• Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations
• Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable
• Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects
• Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result
• Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within ServiceNow
• Deeply understand customer 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
• Act as an escalation point and advocate for critical customer issues.
• Understand and explain ServiceNow application, features and benefits as it relates to customer needs
• Manage special projects as assigned by management to meet customer and cross-functional team 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

Qualifications

To be successful in this role you have:

The successful candidate will have experience in a high-tech environment - preferably in the ITSM area - working at 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 creative problem solver who has the ability to lead internal team in solving a customer issue.

• Demonstrate analysis and problem-solving expertise
• Comfortable interacting with all levels of management
• Project and large account management experience
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
• Excellent written and oral communication skills
• Experience dealing with technical end-users in support roles
• Working knowledge or ITIL incident, problem and release management process and procedures
• Fundamental understanding of ITSM in large organizations
• Experience in transferring knowledge to others

JV20

Additional Information

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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