Full-Time Senior Staff Support Account Manager

ServiceNow is seeking motivated individuals to join our Support Account Management (SAM) Services team.

What you get to do in this role:

• Deliver world-class customer satisfaction.
• Deliver proactive and reactive services.
• Act as a central point of contact for support-related activities.
• Drive cross-functional teams to resolve customer issues.
• Present to all levels of management, including C-Level stakeholders.
• Use software management tools to identify potential service degradation.
• Deliver business value by aligning ServiceNow applications with customer needs.
• Drive customer conference calls and meetings.
• Facilitate summary status reports and service reviews.
• Act as a facilitator between customers and ServiceNow for upgrades and security requirements.
• Manage and report on performance against service level agreements (SLA's).
• Drive continual improvement through trend analysis.
• Review open cases and communicate priorities to ServiceNow teams.
• Act as an escalation point for critical issues.

To be successful in this role, we need someone who has:

• Experience integrating AI into work processes.
• Excellent written and oral communication skills.
• Experience dealing with technical support teams.
• Understanding of ITSM in enterprise environments.
• Comfortable interacting with all levels of management.
• Working knowledge of ITIL incident, problem, and release management.
• Ability to work with tight schedules in a fast-paced environment.
• Broad technical understanding in a cloud software environment.

Nice to have:

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

What is the last date for applying to the job?

Which countries are accepted for this remote job?