Support Account Manager, ServiceNow

• 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

Desirable

• 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
• 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