Senior Support Account Manager - ServiceNow
Job details
CompanyDescription At ServiceNow ourtechnology makes the world work for everyone and our people make itpossible. We move fast because the world cant wait and we innovatein ways no one else can for our customers and communities. Byjoining ServiceNow you are part of an ambitious team of changemakers who have a restless curiosity and a drive for ingenuity. Weknow that your best work happens when you live your best life andshare your unique talents so we do everything we can to make thatpossible. We dream big together supporting each other to make ourindividual and collective dreams come true. The future is ours andit starts with you.With more than 7700 customerswe serve approximately 85% of the Fortune 500 and were proud to beone of FORTUNE 100 Best Companies to Work For and Worlds MostAdmired Companies.Learn more on Life at Now blogand hear from our employees about their experiences working atServiceNow.Unsure if you meet all thequalifications of a job description but are deeply excited aboutthe role We still encourage you to apply! At ServiceNow we arecommitted to creating an inclusive environment where all voices areheard valued and respected. We welcome all candidates includingindividuals from nontraditional varied backgrounds that might notcome from a typical path connected to this role. We believe skillsand experience are transferrable and the desire to dream big makesfor great candidates. JobDescription Senior SupportAccount Manager Location:ServiceNow is changing the way peoplework. With a serviceorientation toward the activities tasks andprocesses that make up daytoday work life we help the modernenterprise operate faster and be more scalable than everbefore.We are disruptive. We work hard but trynot to take ourselves too seriously. We are highly adaptable andconstantly evolving. We are passionate about our product and welive for our customers. We have high expectations and a career atServiceNow means challenging yourself to always bebetter. Role:ServiceNow is seekinghighly motivated and professional individuals to join our team andplay a critical role in delivering worldclass customersatisfaction. In the role of Support Account Manager (SAM) you willbe a member of a highly skilled team focused on a select set ofhigh profile strategic customers whilst delivering high qualityservice. Additionally you will be responsible for drivingcrossfunctional teams to ensure customer issues are clearlyidentified and resolved effectively. As a SAMyou will coordinate a hightouch support experience for our largestand more strategic customers. The SAM will be delivering bothproactive and reactive services and act as a central point ofcontact for all support related activities. Working as a ServiceNowand a customer advocate the SAM helps coordinate activities toensure timely resolution of customer cases and problems. A SAMprovides regular communications by conducting service reviewsproviding operational summaries and driving status updates on allopen highpriority cases. A SAM should be comfortable presenting toall levels including CLevel stakeholders. What you get to do in thisrole:Use industry leadingsoftware management tools to proactively identify potentialdegradation of service issues to mitigate and/or resolve businessimpacting events for customers.Deeplyunderstand the customers business strategies challenges and ITlandscape. Possess the ability to deliver business value byaligning ServiceNow solutions to address the customers short andlongterm support needs.Understand and explainServiceNow application features and benefits as it relates tocustomer needs.Offer exceptional customerservice including maintaining customer relationships and ensuringServiceNows reputation is protected.Partneringwith the customers assigned counterpart on a frequent cadence withthe intention of continually moving the relationshipforward.Ability to maintain credibility andtrust through action and responsiveness within your designatedcustomer accounts.Drive regular scheduledcustomer conference calls and customer meetings to ensure thecontinual flow of information with timely updates on all open caseschanges problems and ongoingprojects.Facilitate summary status reportsincluding monthly performance reviews and quarterly servicereviews.Act as the mediator between customersand ServiceNow with reference to mandatory upgrades patches andsecurity requirements.Manage document andreport on performance against service level agreements (SLAs) andwhere SLAs are not being met document and oversee an action planthat will result in meeting and exceeding those commitmentsroutinely.Drive continual improvement for thecustomer and their environment through trend analysis andpartnering with the internal account team to be a champion ofchange.Review open cases problems and changescommunicating aligned priorities to assigned ServiceNow teams toensure a timely response and resolution.Act asan escalation point for customer impacting business criticalissues.Qualifications To besuccessful in this role we need someone whohas: The successful candidate willhave experience in a hightech environment working with companieswith large IT organizations utilizing ITIL best practices incomplex global deployments. Your experience should also include asuccessful track record in support management applying strongproject and taskmanagement abilities to meet your customerdeliverables. You are a creative problem solver who can leadinternal teams in solving a customer issue.Essential: Excellent written and oralcommunication skills in English languageAccount management experience Fundamentalunderstanding of ITSM in large organizationsComfortable interacting with all levels ofmanagement Working knowledge of ITIL incidentproblem and release management process andprocedures Ability to effectively work withtight schedules and fast paced environment to minimize problemimpact on the customer Ability to workcohesively within a global model Broadtechnical understanding in a cloud softwareenvironment Have a growth &collaborativemindsetAdvantageous: Arabic language fluencyis highly advantageous Experience withServiceNow will be considered an advantageExperience dealing with technical supportteams Experience of working in aninternational environment Experience inProject Management capabilities andprinciples AdditionalInformation ServiceNow is an EqualEmployment Opportunity Employer. All qualified applicants willreceive consideration for employment without regard to race colorcreed religion sex sexual orientation national origin ornationality ancestry age disability gender identity or expressionmarital status veteran status or any other category protected bylaw.At ServiceNow we lead with flexibility andtrust in our distributed world of work. Click here to learn aboutour work personas: flexible remote andrequiredinoffice.If you require a reasonableaccommodation to complete any part of the application process orare limited in the ability or unable to access or use this onlineapplication process and need an alternative method for applying youmay contact us at confidential forassistance.For positions requiring access totechnical data subject to export control regulations includingExport Administration Regulations (EAR) ServiceNow may have toobtain export licensing approval from the U.S. Government forcertain individuals. All employment is contingent upon ServiceNowobtaining any export license or other approval that may be requiredby the U.S. Government.Please Note: Fraudulentjob postings/job scams are increasingly common. Click here to learnwhat to watch out for and how to protect yourself. All genuineServiceNow job postings can be found through the ServiceNow Careerssite. From Fortune.2022 Fortune Media IP Limited All rights reserved. Used underlicense.Fortune and Fortune Media IP Limited arenot affiliated with and do not endorse products or services ofServiceNow.This job has been sourced from anexternal job board. More jobs on INT
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