Full-Time 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 world-class customer satisfaction.
• Deliver proactive and reactive services and act as a central point of contact for all support-related activities.
• Focus on a select set of high profile, strategic customers whilst delivering a high-quality service.
• Drive cross-functional teams to ensure customer issues are clearly identified and resolved effectively.
• Present to all levels of management, including C-Level stakeholders.
• Proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Understand and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's).
• Drive continual improvement for the customer and their environment through trend analysis.
• Act as an escalation point for customer impacting 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, decision-making, or problem-solving.
• Excellent written and oral communication skills
• Experience dealing with technical support teams
• Fundamental 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
• 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?