Support Account Manager

Summary

Join ServiceNow's Support Account Management (SAM) Services team as a highly motivated and professional individual. You will play a critical role in delivering world-class customer satisfaction by acting as the central point of contact for all support-related activities for a select set of high-profile, strategic customers. Responsibilities include leading discussions and presentations, utilizing software management tools, aligning ServiceNow applications with customer needs, coordinating customer meetings, providing status reports, acting as a liaison for upgrades, managing SLAs, and championing continuous improvement. The role requires fluency in French and English, experience with technical support teams, a strong understanding of ITSM, and comfort engaging with all levels of management. ServiceNow offers a supportive team culture, opportunities for professional growth, a flexible and remote-first work environment, and a competitive compensation and benefits package.

Requirements

• Fluency in French and English (both written and spoken), with the ability to communicate effectively in various professional contexts
• Experience working with technical support teams in a customer-facing role
• A strong foundational understanding of IT Service Management (ITSM) in enterprise environments, particularly in global deployments
• Comfort and confidence in engaging with individuals at all levels of management, from operational teams to C-suite executives
• Familiarity with ITIL processes for incident, problem, and release management, and the ability to apply them in diverse contexts
• An ability to work effectively under tight schedules and in a fast-paced environment, ensuring minimal disruption for customers
• Broad technical understanding in cloud software environments, with an interest in continually learning and growing your technical expertise
• A collaborative mindset, with a passion for team-oriented work and continuous self-improvement

Responsibilities

• Lead discussions and presentations across all levels of management, from operational teams to C-level stakeholders, ensuring clear, inclusive communication that meets diverse audiences' needs
• Utilize leading industry software management tools to proactively identify potential service issues and work to resolve or mitigate them, minimizing business impact for our customers
• Understand and align ServiceNow applications, features, and benefits with customer needs, delivering business value and actionable solutions
• Coordinate and facilitate regular customer conference calls and meetings, ensuring open lines of communication, providing timely updates on open cases, ongoing projects, and changes
• Provide detailed status reports, including monthly performance reviews and quarterly service reviews, ensuring stakeholders have clear visibility into service performance
• Act as the key liaison between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements
• Manage, document, and report on service level agreements (SLAs), ensuring goals are met and working with stakeholders to address areas where performance can be improved
• Champion a culture of continual improvement, driving innovation through trend analysis and collaboration with internal teams to meet evolving customer needs
• Review and prioritize open cases, problems, and changes, working collaboratively with ServiceNow teams to ensure timely resolution
• Serve as a point of escalation for critical customer-impacting issues, acting as a problem solver and advocate for the customer

Preferred Qualifications

• Experience with the ServiceNow platform or other cloud-based software solutions
• Knowledge of project management methodologies and principles
• Previous experience in service delivery account management or customer success roles

Benefits

• A supportive and inclusive team culture where diverse perspectives are valued
• Opportunities for professional growth and development, with ongoing learning opportunities
• A flexible and remote-first work environment
• Competitive compensation and benefits package
• 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