Proactive Problem Solver

2 days ago

Gurgaon, Haryana, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000

Job Opportunity: Technical Account Manager

What We Do

At ServiceNow, we strive to make work better for everyone. Our employees thrive when they live their best lives and share their unique talents. To make this possible, we focus on creating a workplace that values belonging, inclusivity, and diversity. Our culture is built around winning as a team and staying hungry and humble.

We prioritize sustainability, transparency, equity, and accountability to deliver meaningful change. With our vision for a better future already underway, we invite you to join us on this journey.

Our Offerings
  • Holidays and Global Well-being Days: Everyone has designated global well-being days off to spend time doing what matters most.
  • Flexible Working Culture: We support the balance you need in both work and life with flexible working arrangements.
  • Parental Leave Programs: We offer supportive leave programs for parents.
  • Childcare and Caregiving Benefits: We provide childcare and caregiving benefits.
  • Learning and Development Platform: Our learning experience platform supports your learning goals, and we also offer tuition reimbursement.
  • Mentoring Program: Our global mentoring program pairs you with experienced professionals.
Role Responsibilities

The Support Account Manager will play a critical role in delivering world-class customer satisfaction by helping ServiceNow change the way people work. The SAM will be responsible for delivering proactive and reactive services, acting as a central point of contact for all support-related activities, and driving cross-functional teams to resolve customer issues effectively.

Key Responsibilities Include:
  1. Presenting to all levels of management, including C-Level stakeholders.
  2. Using industry-leading software management tools to proactively identify potential service degradation issues and mitigate or resolve business-impacting events for customers.
  3. Delivering business value and solutions by understanding and aligning ServiceNow applications, features, and benefits with customer needs.
  4. Driving regular scheduled customer conference calls and meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and ongoing projects.
  5. Facilitating summary status reports, including monthly performance reviews and quarterly service reviews.
  6. Acting as a facilitator between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.
  7. Managing, documenting, and reporting on performance against service level agreements (SLAs) and overseeing an action plan to meet and exceed those commitments.
  8. Driving continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to champion change.
  9. Reviewing open cases, problems, and changes, communicating aligned priorities to assigned ServiceNow teams to ensure timely response and resolution.
  10. Acting as an escalation point for customer-impacting business-critical issues.

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