Support Account Mgr

Company DescriptionAt ServiceNow our technology makes the world work for everyone and our people make it possible We move fast because the world can t 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 7 700 customers we serve approximately 85 of the Fortune 500 xc2 xae and we re proud to be one of FORTUNE 100 Best Companies to Work For xc2 xae and World s Most Admired Companies Learn more on and about their experiences working at ServiceNow 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 non-traditional 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 What you can expect from us At ServiceNow we make work better for everyone - including our own employees 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 for our employees Win as a Team is part of our culture and we aspire to wow our customers We stay hungry and humble and focus on creating belonging Sustainability inclusivity and diversity are key focus areas within our business framework so that we have transparency equity and accountability to deliver meaningful measurable change With our vision and dedication for a better future already underway Join us on this journey In addition to a competitive salary supportive teams and a real opportunity to progress in your career with a forward-thinking organisation we provide resources to help you and your loved ones be well From benefits plans and programs to mental health resources that offer coaching and 24 7 support to family support resources and parental leave programs - we want to help you take care of yourself and your loved ones Below is a glimpse into even more of our offerings or Along with holidays we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most Flexible working culture to support the balance you need in both work and life Parental leave programs Childcare and caregiving benefits A learning experience platform built using our own technology to support your learning and development goals as well as a tuition reimbursement program A global cross-functional mentoring program We also have team building activities various employee belonging groups volunteering and community outreach programs What you get to do in this role ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management SAM Services team and play a critical role in delivering world-class customer satisfaction as SAMs help ServiceNow change the way people work The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities You will be a member of a highly skilled team focused on a select set of high profile strategic customers whilst delivering a high-quality service Additionally you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively Comfortable presenting to all levels of management including C-Level stakeholders Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and or resolve business impacting events for customers Deliver business value and solutions by understanding and aligning ServiceNow applications features and benefits as it relates to our customer needs 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 on-going projects 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 and where SLA s 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 QualificationsTo be successful in this role we need someone who has 8-12yrs experience 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 Growth collaborative mindset Nice to have ServiceNow platform knowledge or experience Project Management capabilities and principles Service delivery account management experience Additional InformationServiceNow 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 to learn about our work personas flexible remote and required-in-office 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 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 to learn what to watch out for and how to protect yourself All genuine ServiceNow job postings can be found through the From Fortune xc2 xa9 2022 Fortune Media IP Limited All rights reserved Used under license Fortune and Fortune Media IP Limited are not affiliated with and do not endorse products or services of ServiceNow