Support Account Manager

3 weeks ago


Hyderabad, Telangana, India ServiceNow Full time
Job Description

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, we are seeking a skilled professional to join our Support Account Management (SAM) Services team.

As a member of our SAM team, you 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 ensure customer issues are clearly identified and resolved effectively. This role requires strong communication and problem-solving skills, as well as a deep understanding of ITSM in enterprise environments and global deployments. If you are a motivated and professional individual who is passionate about delivering world-class customer satisfaction, we encourage you to apply for this exciting opportunity.

Key responsibilities of this role include:

  • 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.


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