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Senior Support Account Mgr

Company Description

At 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. 

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.

Job Description

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.

  • Maintain a portfolio of clients, functioning as the dedicated contact for client consultation. In this role, you will be the clients’ trusted advisor, for them to obtain the value of their investment.
  • Effectively plan opportunities that will align to the clients’ roadmaps and ecosystems. Work to improve the clients’ environment with established best practices and identify opportunities to leverage new features and functionalities.
  • Align with sales and customer outcomes to provide insights as to the clients' future direction and needs; analyse the environment and instance infrastructure, to be able to provide clients educated and informed guidance.
  • Assist the core support team in understanding how to navigate complexities; identify areas in need of improvement with action items and due dates to ensure issues are addressed in a timely manner. Manage SLA-related queries with limited supervision or oversight.
  • Demonstrate adaptability to meet the needs of the moment and adjust to different situations, actively learn new technologies and tools and proactively further technical understanding, e.g., cloning, patching and upgrade

Qualifications

Essential Requirements 

  • Professional experience in IT technical account management, service delivery management, post-sales account management
  • Ability and experience in communicating within all levels of the organization on the client side.
  • Ability to effectively work with tight schedules and a fast-paced environment to minimize problem impact on the client.
  • Ability to work cohesively within a global model.
  • Growth and collaborative mindset.

Knowledge of the following is preferred

  • Broad technical understanding of a cloud software environment
  • Working knowledge of ITIL incident, problem, and release management processes and procedures
  • Fundamental understanding of ITSM
  • Fundamental ServiceNow knowledge
  • Linux administration operating knowledge (desirable)
  • RDBMS Concepts and management predominantly in Oracle, and MySQL (desirable)
  • Code competency and understanding of JavaScript (desirable)

Why ServiceNow

ServiceNow provides competitive compensation, generous benefits, and a professional atmosphere.

We have a collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their professional careers through working with some of the most advanced technologies and talented professionals in the business.

Additional Information

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.

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