Full-Time Support Account Manager

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction.

As a SAM, you'll deliver proactive and reactive services, acting as a central point of contact for all support-related activities.

Responsibilities include:

• Driving cross-functional teams to resolve customer issues effectively.
• Presenting to all levels of management, including C-Level stakeholders.
• Using industry-leading software to proactively identify and resolve service issues.
• Understanding and aligning ServiceNow applications with customer needs.
• Driving regular customer conference calls and meetings.
• Facilitating summary status reports and performance reviews.
• Managing and documenting performance against service level agreements (SLAs).
• Driving continual improvement through trend analysis and partnership with internal teams.
• Reviewing open cases and communicating priorities to assigned ServiceNow teams.
• Acting as an escalation point for critical customer issues.

Qualifications:

• Excellent written and oral communication skills
• Experience with technical support teams
• Understanding of ITSM in enterprise environments
• Comfort interacting with all levels of management
• Knowledge of ITIL incident, problem, and release management
• Ability to work with tight schedules and a fast-paced environment
• Broad technical understanding of cloud software environments
• Growth and collaborative mindset

Nice to haves:

• ServiceNow platform knowledge
• Project Management capabilities
• Service delivery account management experience

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