Customer Success Expert

6 days ago

Melbourne, Victoria, Australia ServiceNow Full time
ServiceNow Overview

At ServiceNow, we're revolutionizing the way people work. With a focus on delivering world-class customer satisfaction, our Support Account Management (SAM) Services team is looking for highly motivated and professional individuals to join us.

About the Role

This is an exciting opportunity to play a critical role in driving business value and solutions by understanding and aligning ServiceNow applications, features, and benefits with customer needs. As a Cross-Functional Account Manager, you will be responsible for delivering both proactive and reactive services, acting as a central point of contact for all support-related activities.

Your Key Responsibilities
  • Drive Customer Success: Proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
  • Facilitate Communication: Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
  • Manage Performance: Manage, document and report on performance against service level agreements (SLAs) and oversee action plans to meet and exceed those commitments routinely.
  • Collaborate with Teams: Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team.

You'll Thrive in This Role If:
  • You have excellent written and oral communication skills.
  • You have experience dealing with technical support teams.
  • You have a fundamental understanding of ITSM in enterprise environments and global deployments.
  • You are comfortable interacting with all levels of management.
  • You have a working knowledge of ITIL incident, problem, and release management processes and procedures.

We Offer:
  • A competitive salary: $80,000 - $120,000 per year, based on experience.
  • A flexible working culture to support the balance you need in both work and life.
  • Parental leave programs.
  • Childcare and caregiving benefits.
  • A learning experience platform built using our own technology, to support your learning and development goals.

Join Us
We're committed to creating a workplace where everyone feels welcome and valued. We strive to create an accessible and inclusive experience for all candidates and employees.

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