Job Description
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
Role:
ServiceNow is seeking highly motivated and professional individuals to join our team and play a critical role in delivering world-class customer satisfaction. In the role of Support Account Manager (SAM), you will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering high quality service. Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.
As a SAM, you will coordinate a high-touch support experience for our largest and more strategic customers. The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support related activities. Working as a ServiceNow and a customer advocate, the SAM helps coordinate activities to ensure timely resolution of customer cases and problems. A SAM provides regular communications by conducting service reviews, providing operational summaries, and driving status updates on all open high-priority cases. A SAM should be comfortable presenting to all levels, including C-Level stakeholders.
What you get to do in this role:
- Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
- Deeply understand the customer’s business strategies, challenges, and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs.
- Understand and explain ServiceNow application, features, and benefits as it relates to customer needs.
- Offer exceptional customer service, including maintaining customer relationships and ensuring ServiceNow’s reputation is protected.
- Partnering with the customers assigned counterpart on a frequent cadence with the intention of continually moving the relationship forward.
- Ability to maintain credibility and trust through action and responsiveness within your designated customer accounts.
- 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 mediator 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.
Qualifications
To be successful in this role, we need someone who has:
The successful candidate will have experience in a high-tech environment, working with companies with large IT organizations utilizing ITIL best practices in complex, global deployments. Your experience should also include a successful track record in support management applying strong project and task-management abilities to meet your customer deliverables. You are a creative problem solver who can lead internal teams in solving a customer issue.
Essential:
- Excellent written and oral communication skills in English language
- Account management experience
- Fundamental understanding of ITSM in large organizations
- 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
- Ability to work cohesively within a global model
- Broad technical understanding in a cloud software environment
- Have a growth & collaborative mindset
Advantageous:
- Experience with ServiceNow will be considered an advantage
- Experience dealing with technical support teams
- Experience of working in an international environment
- Experience in Project Management capabilities and principles
