Senior Support Account Manager

Summary

Join ServiceNow's Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction. As a SAM, you will be the central point of contact for all support-related activities, delivering both proactive and reactive services to a select set of high-profile, strategic customers. You will drive cross-functional teams to resolve customer issues, present to all levels of management, and utilize industry-leading software management tools to proactively identify and mitigate service issues. You will deliver business value by understanding customer needs and aligning ServiceNow applications, features, and benefits. The role involves facilitating regular customer communication, creating status reports, acting as a liaison for upgrades and security requirements, managing SLAs, and driving continual improvement through trend analysis. This position requires experience in leveraging AI in work processes and excellent communication skills.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 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

Responsibilities

• Deliver both proactive and reactive services and act as a central point of contact for all support-related activities
• Be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service
• 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

Preferred Qualifications

• ServiceNow platform knowledge or experience
• Project Management capabilities and principles
• Service delivery account management experience

Benefits

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most
• Flexible working culture to support the balance you need in both work and life
• Parental leave programs
• Childcare and caregiving benefits
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program
• A global, cross-functional mentoring program
• We also have team building activities, various employee belonging groups, volunteering, and community outreach programs