Full-Time Senior Staff Support Account Manager

ServiceNow is seeking motivated individuals to join the Support Account Management (SAM) Services team. SAMs play a role in delivering customer satisfaction, helping ServiceNow change the way people work.

What you get to do in this role:

• Deliver proactive and reactive services as a central point of contact for support-related activities.
• Work with a team focused on high-profile, strategic customers, delivering high-quality service.
• Drive cross-functional teams to identify and resolve customer issues.
• Present to all levels of management, including C-Level stakeholders.
• Use software management tools to identify potential service degradation and mitigate business-impacting events.
• Deliver business value by understanding and aligning ServiceNow applications with customer needs.
• Drive regular customer meetings with updates on open cases, changes, problems, and projects.
• Facilitate status reports, including monthly performance reviews and quarterly service reviews.
• Act as a facilitator between customers and ServiceNow regarding upgrades, patches, and security.
• Manage, document, and report on performance against SLAs, and oversee action plans.
• Drive continual improvement through trend analysis and partnering with the internal account team.
• Review open cases, problems, and changes, communicating priorities to ServiceNow teams.
• Act as an escalation point for customer-impacting issues.

To be successful in this role:

• Experience in 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 processes
• 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
• Project Management capabilities
• Service delivery account management experience

What is the last date for applying to the job?

Which countries are accepted for this remote job?