Full-Time Senior Support Account Manager

What You’ll Do in This Role:

At ServiceNow, you'll be the key connection between our customers and support teams. You'll provide proactive and responsive support, helping customers achieve value and stability in their ServiceNow environments.

Key Responsibilities Include:

• Building trusted relationships with customers.
• Using monitoring tools to identify potential issues.
• Understanding customer goals and connecting them with ServiceNow capabilities.
• Leading regular check-ins and meetings.
• Providing clear reports on service performance.
• Coordinating upgrades, patches, and security updates.
• Tracking and reporting on SLAs.
• Collaborating with customers and internal teams to identify patterns and drive change.
• Prioritizing and escalating critical issues.

Who You Are:

You're a strong communicator, comfortable with a range of stakeholders, thriving in a team environment, and passionate about solving problems.

What Will Help You Succeed:

• Experience thinking critically about AI in work settings.
• Strong communication skills (written and verbal).
• Experience with or alongside technical support teams.
• Understanding of ITSM in large environments.
• Comfort interacting with all levels of an organization.
• Familiarity with ITIL practices.
• Ability to manage multiple priorities.
• Understanding of cloud-based software.

Bonus:

• Experience with the ServiceNow platform.
• Familiarity with project management tools.
• Prior experience in service delivery or account management.

Compensation: $112,200 - $196,400 (base pay) + equity, variable/incentive compensation, and benefits.

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