Senior Support Account Manager - ServiceNow

At ServiceNow our technology makes the world work for everyone and our people make it possible. We move fast because the world cant wait and we innovate in ways no one else can for our customers and communities. By joining ServiceNow you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents so we do everything we can to make that possible. We dream big together supporting each other to make our individual and collective dreams come true. The future is ours and it starts with you.

With more than 7700 customers we serve approximately 85% of the Fortune 500 and were proud to be one of FORTUNE 100 Best Companies to Work For and Worlds Most Admired Companies.

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role We still encourage you to apply! At ServiceNow we are committed to creating an inclusive environment where all voices are heard valued and respected. We welcome all candidates including individuals from nontraditional varied backgrounds that might not come from a typical path connected to this role. We believe skills and experience are transferrable and the desire to dream big makes for great candidates.

Senior Support Account Manager

Location:

ServiceNow is changing the way people work. With a serviceorientation toward the activities tasks and processes that make up daytoday work life we help the modern enterprise operate faster and be more scalable than ever before.

We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

Role:

ServiceNow is seeking highly motivated and professional individuals to join our team and play a critical role in delivering worldclass customer satisfaction. In the role of Support Account Manager (SAM) you will be a member of a highly skilled team focused on a select set of high profile strategic customers whilst delivering high quality service. Additionally you will be responsible for driving crossfunctional teams to ensure customer issues are clearly identified and resolved effectively.

As a SAM you will coordinate a hightouch support experience for our largest and more strategic customers. The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support related activities. Working as a ServiceNow and a customer advocate the SAM helps coordinate activities to ensure timely resolution of customer cases and problems. A SAM provides regular communications by conducting service reviews providing operational summaries and driving status updates on all open highpriority cases. A SAM should be comfortable presenting to all levels including CLevel stakeholders.

What you get to do in this role:

• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deeply understand the customers business strategies challenges and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customers short and longterm support needs.
• Understand and explain ServiceNow application features and benefits as it relates to customer needs.
• Offer exceptional customer service including maintaining customer relationships and ensuring ServiceNows reputation is protected.
• Partnering with the customers assigned counterpart on a frequent cadence with the intention of continually moving the relationship forward.
• Ability to maintain credibility and trust through action and responsiveness within your designated customer accounts.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases changes problems and ongoing projects.
• Facilitate summary status reports including monthly performance reviews and quarterly service reviews.
• Act as the mediator between customers and ServiceNow with reference to mandatory upgrades patches and security requirements.
• Manage document and report on performance against service level agreements (SLAs) and where SLAs are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

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

The successful candidate will have experience in a hightech environment working with companies with large IT organizations utilizing ITIL best practices in complex global deployments. Your experience should also include a successful track record in support management applying strong project and taskmanagement abilities to meet your customer deliverables. You are a creative problem solver who can lead internal teams in solving a customer issue.

Essential:

• Excellent written and oral communication skills in English language

• Account management experience
• Fundamental understanding of ITSM in large organizations
• 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
• Ability to work cohesively within a global model
• Broad technical understanding in a cloud software environment
• Have a growth & collaborative mindset

Advantageous:

• Experience with ServiceNow will be considered an advantage
• Experience dealing with technical support teams
• Experience of working in an international environment
• Experience in Project Management capabilities and principles

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law.

At ServiceNow we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible remote and requiredinoffice.

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us at confidential for assistance.

For positions requiring access to technical data subject to export control regulations including Export Administration Regulations (EAR) ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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