Full-Time Support Account Manager - Federal

What you get to do in this role:

• Join the Support Account Management (SAM) Services team at ServiceNow.
• Deliver world-class customer satisfaction by helping ServiceNow change the way people work.
• Act as a central point of contact for all support-related activities, delivering both proactive and reactive services.
• Focus on a select set of high profile, strategic customers, 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.
• Use software management tools to proactively identify potential degradation of service issues.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits to customer needs.
• Drive regular customer conference calls and meetings with timely updates on cases, changes, problems, and projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow concerning 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 priorities to ServiceNow teams.
• 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.
• 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 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

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

What is the last date for applying to the job?

Which countries are accepted for this remote job?