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Support Account Manager

2 months ago

Melbourne, Victoria, Australia ServiceNow Full time
Job Description

ServiceNow is seeking a highly motivated and professional individual to join our Support Account Management (SAM) Services team as a Support Account Manager - Customer Success. As a key member of our team, you will play a critical role in delivering world-class customer satisfaction, helping ServiceNow change the way people work.

The ideal candidate will be responsible for delivering both proactive and reactive services, acting as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high-profile, strategic customers, while delivering a high-quality service.

Key Responsibilities:

  • Present to all levels of management, including C-Level stakeholders, to drive customer satisfaction and success.
  • Utilize industry-leading software management tools to proactively identify potential degradation of service issues, mitigating and/or resolving business-impacting events for customers.
  • Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits with customer needs.
  • Drive regular scheduled customer conference calls and 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 facilitator between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.
  • Manage, document, and report on performance against service level agreements (SLAs) and develop an action plan to meet and exceed those commitments.
  • Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to champion 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 customer-impacting business-critical issues.

Requirements:

  • Excellent written and oral communication skills.
  • Experience dealing with technical support teams.
  • Fundamental understanding of ITSM in enterprise environments and global deployments.
  • Comfortable 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 environments to minimize problem impact on the customer within a global model.
  • Broad technical understanding in a cloud software environment.
  • Growth and collaborative mindset.

Nice to Have:

  • ServiceNow platform knowledge or experience.
  • Project Management capabilities and principles.
  • Service delivery account management experience.

About ServiceNow

At ServiceNow, we make work better for everyone – including our own employees. 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 for our employees. We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, please contact us for assistance.