Full-Time Support Account Manager

ServiceNow is seeking highly motivated and professional individuals for our Support Account Management (SAM) Services team.

Role Responsibilities:

• Delivering world-class customer satisfaction
• Acting as a central point of contact for support activities
• Delivering proactive and reactive services
• Working with cross-functional teams to resolve customer issues
• Presenting to all levels of management, including C-Level stakeholders
• Using leading software management tools for proactive issue identification
• Delivering business value and solutions
• Driving scheduled customer meetings and calls
• Facilitating summary status reports, performance reviews, and service reviews
• Acting as a facilitator between customers and ServiceNow for upgrades, patches, and security requirements
• Managing, documenting, and reporting on SLA performance
• Driving continual improvement for the customer
• Reviewing open cases, problems, and changes
• Escalating customer-impacting, business-critical issues

Skills & Experience:

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

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