Support Account Manager

1 month ago

Hyderabad, Telangana, India ServiceNow Full time
Job Title: Support Account Manager

About the Role:

We are seeking a highly motivated and professional Support Account Manager to join our Support Account Management (SAM) Services team. As a Support Account Manager, you will play a critical role in delivering world-class customer satisfaction, helping ServiceNow change the way people work.

Key Responsibilities:

- Deliver both proactive and reactive services and act as a central point of contact for all support-related activities.
- Drive 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.

Requirements:

- 6-9 years of 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.

About ServiceNow:

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.

Work Environment:

At ServiceNow, we lead with flexibility and trust in our distributed world of work. We offer 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, including benefits plans and programs, mental health resources, family support resources, and parental leave programs.

What We Offer:

- Competitive salary.
- Supportive teams.
- Real opportunity to progress in your career.
- Resources to help you and your loved ones be well.

How to Apply:

If you are a motivated and professional individual who is passionate about delivering world-class customer satisfaction, please submit your application. We look forward to hearing from you.

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