Full-Time Senior Support Account Manager

What you get to do in this role:

• Join the Support Account Management (SAM) Services team and play a critical role in delivering customer satisfaction.
• Deliver proactive and reactive services, acting as a central point of contact for support activities.
• Work within a skilled team focused on high profile, strategic customers.
• Drive cross-functional teams to resolve customer issues effectively.
• Present to all levels of management, including C-Level stakeholders.
• Use software management tools to proactively identify potential service degradation.
• Deliver business value by understanding and aligning ServiceNow applications with customer needs.
• Drive regular customer conference calls and meetings for timely updates.
• Facilitate summary status reports, including monthly and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow regarding upgrades, patches, and security requirements.
• Manage, document, and report on performance against service level agreements (SLA's).
• Drive continual improvement through trend analysis and partnering with the internal account team.
• Review open cases, problems, and changes, communicating aligned priorities to ServiceNow teams.
• Act as an escalation point for business-critical issues.

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

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Excellent written and oral communication skills.
• Experience dealing with technical support teams.
• Understanding of ITSM in enterprise environments and global deployments.
• Comfortable interacting with all levels of management.
• Working knowledge of ITIL incident, problem and release management process and procedures
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model
• 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?