Support Account Manager

2 weeks ago

Canberra, Australia ServiceNow Full time

**Company Description**
ServiceNow is changing the way people work. With a service orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

**_
Role_**
- ServiceNow is seeking a highly motivated and professional individual to join our team and play a critical role in delivering world-class customer satisfaction. _
- As a Support Account Manager (SAM), you will be a part of a highly skilled team focused on a select set of high-profile, strategic customers whilst delivering high-quality service. _
- Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively._
- As a SAM, you will coordinate a high-touch support experience for our largest and more strategic customers, deliver proactive and reactive services and act as a central point of contact for all support-related activities. _
- Working as a ServiceNow customer advocate, you will assist in coordinating activities to ensure the timely resolution of customer cases and problems. You will provide regular communications by conducting service reviews, providing operational summaries, and driving status updates on all open high-priority cases. A SAM should be comfortable presenting to all levels, including C-Level stakeholders._

**_ What you get to do in this role_**
- _ Use industry-leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business-impacting events for customers._
- _ Deeply understand the customer’s business strategies, challenges, and IT landscape. Possesses the ability to deliver business value by aligning ServiceNow solutions to address the customers' short and long-term support needs._
- _ Offer exceptional customer service, including maintaining customer relationships and ensuring ServiceNow’s reputation is protected._
- _ Partner with the customers' assigned counterparts on a frequent cadence with the intention of continually moving the relationship forward._
- _ 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 ongoing projects._
- _ Facilitate summary status reports, including monthly performance reviews and quarterly service reviews._
- _ Act as the mediator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements._
- _ Manage, document, and report on performance against service level agreements (SLAs), and where SLAs are not being met document and oversee 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 aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution._
- _ Act as an escalation point for customers impacting business critical issues._

**Qualifications**:
- You are a creative problem solver who can lead internal teams in solving a customer issue._

**_ Essential Requirements_**
- _ Excellent written and oral communication skills in the English language_
- _ Account management experience_
- _ Fundamental understanding of ITSM in large organizations_
- _ Experience in interacting with all levels of management_
- _ Working knowledge of ITIL incident, problem, and release management processes and procedures_
- _ Ability to effectively work with tight schedules and fast-paced environment to minimize problem impact on the customer_
- _ Ability to work cohesively within a global model_
- _ Broad technical understanding of a cloud software environment_
- _ Have a growth and collaborative mindset_

**_ Desirable Skills_**
- _ Experience with ServiceNow will be considered an advantage_
- _ Experience dealing with technical support teams_
- _ Experience working in an global environment_
- _ Experience in Project Management capabilities and principles_

**_ Why ServiceNow_**
- ServiceNow provides competitive compensation, generous benefits, and a professional atmosphere._
- We have a collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their professional careers through working with some of the most advanced technologies and talented professionals in the business._

**Additional Information**
ServiceNow is an Equal Employment Opportunity Employer. All qualif

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