Senior Support Account Mgr

3 weeks ago

Hyderabad, Telangana, India ServiceNow Full time
Company Description

At ServiceNow, we are all about making work easier and more efficient for everyone. Our team is full of innovators who are always looking for new ways to help our customers and communities. By joining us, you become part of a group of game-changers with a passion for creativity and a drive for excellence. At ServiceNow, we believe that achieving your best work happens when you are living your best life and utilizing your unique skills. We support each other in chasing our big dreams and turning them into reality. The future is bright, and it starts with you.

With over 7,700 customers, we serve a large portion of the Fortune 500 companies. We take pride in being recognized as one of the FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

Discover more about life at ServiceNow by reading stories from our employees on the Life at Now blog.

Not sure if you meet all the job requirements but feeling enthusiastic about the role? Don't hesitate to apply. At ServiceNow, we are dedicated to fostering an inclusive environment where every voice is valued and respected. We welcome candidates from diverse backgrounds who may not have followed a traditional path to this role, as we believe skills and experiences are transferable, and having a passion for big ideas makes you a great fit.

Job Description

Senior Support Account Manager

Location:

ServiceNow is revolutionizing the way people work. With a focus on delivering services that enhance daily work life in today's modern enterprises, we are enabling faster operations and greater scalability than ever before.

We are a disruptive force in the industry, known for our hard work coupled with a lighthearted approach. Our adaptability and continuous evolution set us apart. We are deeply passionate about our product and dedicated to our customers. A career at ServiceNow means pushing yourself to constantly improve.

Role:

ServiceNow is on the lookout for motivated professionals to join our team and play a vital role in ensuring top-notch customer satisfaction. As a Support Account Manager (SAM), you will be part of a skilled team dedicated to serving a select group of high-profile, strategic customers with exceptional service. Your responsibilities will include coordinating cross-functional teams to effectively address and resolve customer issues. You will also deliver a personalized support experience for our key customers, providing both proactive and reactive services and serving as the primary point of contact for all support-related matters. Acting as both a ServiceNow representative and a customer advocate, you will ensure the timely resolution of customer cases and issues by conducting service reviews, sharing operational updates, and maintaining clear communication with all stakeholders, including C-level executives.

What you get to do in this role:

  • Proactively identify and address potential service issues using cutting-edge software management tools.
  • Gain a deep understanding of the customer's business goals, challenges, and IT setup to deliver tailored solutions that meet their support needs.
  • Articulate the features and benefits of ServiceNow applications in relation to customer requirements.
  • Provide exceptional customer service, nurture customer relationships, and safeguard the reputation of ServiceNow.
  • Collaborate closely with the customer's designated contact to advance the relationship continually.
  • Maintain trust and credibility by delivering on commitments within assigned customer accounts.
  • Lead regular customer calls and meetings to keep all stakeholders informed about ongoing cases, changes, and projects.
  • Prepare and share summary reports, including performance and service reviews.
  • Serve as a liaison between customers and ServiceNow regarding updates, patches, and security measures.
  • Monitor, document, and report on performance against service level agreements (SLAs), driving improvements to exceed customer expectations consistently.
  • Drive enhancements in the customer environment through trend analysis and collaboration with the internal team to advocate for positive changes.
  • Review and prioritize open cases, issues, and changes, ensuring prompt resolution.
  • Act as a point of escalation for critical customer issues.
Qualifications

To excel in this role, we are looking for someone who:

The ideal candidate will have extensive experience in a high-tech setting, interacting with large IT organizations that follow ITIL best practices in complex, global deployments. Your background should demonstrate successful support management, showcasing strong project and task management skills to meet customer deliverables. You are a resourceful problem-solver capable of leading internal teams to resolve customer challenges effectively.

Essential:

  • Minimum of 12 years of experience.
  • Proficient in written and verbal communications in English.
  • Previous account management experience.
  • Solid understanding of ITSM within large organizations.
  • Comfortable engaging with stakeholders at all levels.
  • Knowledgeable about ITIL incident, problem, and release management processes.
  • Adept at working under tight deadlines in a fast-paced environment to minimize customer impact.
  • Effective team player in a global setting.
  • Broad technical knowledge in a cloud software environment.
  • Embraces a growth mindset and values collaboration.

Preferred:

  • Experience with ServiceNow is a plus.
  • Background in working with technical support teams.
  • International work experience is beneficial.
  • Proficiency in Project Management principles.
Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified candidates will be considered for employment without regard to various factors such as race, gender, religion, age, disability, or veteran status, among others.

At ServiceNow, we promote flexibility and trust in our modern work environment. To explore our different work personas, including flexible, remote, and in-office requirements, click the link provided.

If you need assistance or accommodations during the application process, please reach out for support.

For roles requiring access to sensitive technical data, ServiceNow may need to secure export licensing approval for specific individuals in compliance with regulations.

Please be cautious of fraudulent job postings and scams. Authentic ServiceNow job listings are only found on our official Careers site.

Content provided under license by Fortune Fortune Media IP Limited. ServiceNow is not affiliated with Fortune or its endorsements.

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