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Senior Support Account Manager

2 months ago

StainesuponThames, Surrey, United Kingdom ServiceNow, Inc. Full time

About the Company:
At ServiceNow, our mission is to make the world work for everyone by leveraging our innovative technology and talented team. We are known for moving fast and thinking creatively to provide exceptional service to our customers and communities. As part of our team, you will join a group of ambitious individuals who are passionate about driving change and fostering innovation.

What You Can Expect from Us:
At ServiceNow, we are committed to creating a supportive and inclusive environment for all employees. We prioritize sustainability, inclusivity, and diversity to ensure transparency and accountability in everything we do. Joining us means being part of a team that values collaboration, humility, and continuous improvement.

Job Title: Support Account Manager (SAM) Services

About the Role:
ServiceNow is looking for motivated professionals to join our Support Account Management (SAM) Services team. As a SAM, you will play a crucial role in delivering top-notch customer service, acting as the main point of contact for all support-related activities. This position involves working with high-profile customers, addressing their needs, and ensuring their satisfaction.

  • Deliver proactive and reactive services to customers
  • Collaborate with cross-functional teams to resolve customer issues
  • Present to various levels of management, including C-Level stakeholders
  • Utilize software management tools to identify service issues
  • Understand and align ServiceNow applications with customer needs
  • Drive customer success through regular communication and updates
  • Monitor and report on performance against service level agreements
  • Facilitate continual improvement and advocate for change

Requirements for Success:

  • Excellent communication skills
  • Experience in ITSM in enterprise environments
  • Ability to work in a fast-paced environment
  • ITIL incident, problem, and release management knowledge
  • Technical understanding in a cloud software environment
  • Growth mindset and collaborative attitude

Nice to Have:

  • ServiceNow platform knowledge or experience
  • Project management skills
  • Service delivery account management experience

Note:
ServiceNow is an Equal Employment Opportunity Employer. All qualified candidates will be considered without regard to various factors such as race, religion, gender, or age. We promote flexibility and trust in our work environment to accommodate different work preferences.

If you are excited about this opportunity, we encourage you to apply and be part of our team dedicated to driving change and delivering exceptional service.