Support Account Manager

4 weeks ago


Orlando, Florida, United States ServiceNow Full time

About the Role:

We are seeking a highly motivated and professional Support Account Manager to join our team at ServiceNow. As a Support Account Manager, you will play a critical role in delivering world-class customer satisfaction by providing proactive and reactive services to our customers.

Key Responsibilities:

  • Act as a central point of contact for all support-related activities
  • 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
  • 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

Requirements:

  • 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

Nice to Have:

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

About ServiceNow:

ServiceNow is a global market leader in the IT service management (ITSM) space, providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

What We Offer:

  • A competitive salary
  • Supportive teams
  • A real opportunity to progress in your career with a forward-thinking organization
  • Resources to help you and your loved ones be well
  • Benefits plans and programs
  • Mental health resources that offer coaching and 24/7 support
  • Family support resources and parental leave programs

Work Personas:

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer:

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.



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