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Senior Support Account Manager
2 months ago
Job Title: Senior Support Account Manager
Job Summary:
We are seeking a highly motivated and professional Senior Support Account Manager to join our Support Account Management (SAM) Services team. As a key member of our team, you will play a critical role in delivering world-class customer satisfaction by providing proactive and reactive services to our customers.
Key Responsibilities:
- Act as a central point of contact for all support-related activities and deliver both proactive and reactive services to our customers.
- Be a member of a highly skilled team focused on a select set of high-profile, strategic customers while delivering a high-quality service.
- Drive cross-functional teams to ensure customer issues are clearly identified and resolved effectively.
- Comfortably present to all levels of management, including C-Level stakeholders.
- Use industry-leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business-impacting events for customers.
- Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
- 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.
- Act as the facilitator 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 customer-impacting business-critical issues.
Qualifications:
- Excellent written and oral communication skills.
- Experience dealing with technical support teams.
- Fundamental understanding of IT Service Management (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, and service delivery account management experience.
About 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 stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway, we invite you to join us on this journey.
What We Offer:
- A competitive salary.
- Supportive teams.
- A real opportunity to progress in your career with a forward-thinking organization.
- Resources to help you and your loved ones be well.
- Benefits plans and programs.
- Mental health resources that offer coaching and 24/7 support.
- Family support resources and parental leave programs.
- Holidays.
- Company-wide designated global well-being days.
- 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 as well as a tuition reimbursement program.
- A global, cross-functional mentoring program.
- Team building activities, various employee belonging groups, volunteering, and community outreach programs.
