Client Support Account Executive

1 week ago

Orlando, Florida, United States ServiceNow Full time
What You Can Anticipate From Us:

At ServiceNow, we strive to enhance the work experience for everyone, including our team members. We believe that optimal performance stems from a fulfilling personal life and the expression of individual talents. Therefore, we prioritize creating an environment that fosters this balance. Our culture emphasizes teamwork, and we aim to exceed customer expectations. We maintain a focus on sustainability, inclusivity, and diversity, ensuring transparency, equity, and accountability in our operations to drive significant, measurable change. Our commitment to a brighter future is already in motion, and we invite you to be part of this journey.

Alongside a competitive salary and supportive teams, we offer genuine opportunities for career advancement within a progressive organization. We provide resources designed to support your well-being and that of your loved ones, including:

  • Company-wide global well-being days where everyone can take time off to focus on what matters most.
  • A flexible work culture that promotes a healthy work-life balance.
  • Parental leave initiatives.
  • Childcare and caregiving support.
  • A learning platform developed using our own technology, along with a tuition reimbursement program.
  • A global mentoring initiative that spans across functions.
  • Team-building events, employee belonging groups, volunteer opportunities, and community outreach programs.
Key Responsibilities:

ServiceNow is on the lookout for dedicated and professional individuals to become part of our Support Account Management (SAM) Services team. In this pivotal role, you will contribute to delivering exceptional customer satisfaction, as SAMs play a vital role in transforming how people work.

*Please note that this position requires a commitment to a specific shift pattern.

The SAM will provide both proactive and reactive services, serving as the primary contact for all support-related inquiries. You will be part of a highly skilled team focused on a select group of high-profile, strategic clients while ensuring top-notch service delivery.

Your responsibilities will include:

  • Presenting confidently to all management levels, including C-Level executives.
  • Utilizing industry-leading software management tools to proactively identify potential service degradation and mitigate business-impacting events for clients.
  • Delivering business value by aligning ServiceNow applications, features, and benefits with customer needs.
  • Conducting regular customer conference calls and meetings to maintain open communication regarding case updates, changes, and ongoing projects.
  • Facilitating summary status reports, including monthly performance assessments and quarterly service evaluations.
  • Acting as a liaison between clients and ServiceNow regarding mandatory upgrades, patches, and security protocols.
  • Managing and documenting performance against service level agreements (SLAs), and developing action plans for any unmet SLAs.
  • Driving continuous improvement for the customer and their environment through trend analysis and collaboration with the internal account team.
  • Reviewing open cases and communicating priorities to ensure timely responses and resolutions.
  • Serving as an escalation point for critical customer issues.
Qualifications:

To excel in this role, candidates should possess:

  • Exceptional written and verbal communication skills.
  • Experience working with technical support teams.
  • A foundational understanding of IT Service Management (ITSM) in enterprise settings and global deployments.
  • Comfort in engaging with all management levels.
  • Working knowledge of ITIL incident, problem, and release management processes.
  • The ability to thrive in fast-paced environments while minimizing customer impact.
  • A broad technical understanding of cloud software environments.
  • A growth-oriented and collaborative mindset.
Preferred Qualifications:

While not mandatory, the following are advantageous:

  • Familiarity with the ServiceNow platform.
  • Project management skills and principles.
  • Experience in service delivery account management.

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

At ServiceNow, we prioritize flexibility and trust in our distributed work environment.

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