Senior Support Account Manager
1 month ago
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job DescriptionServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
Role:
ServiceNow is seeking highly motivated and professional individuals to join our team and play a critical role in delivering world-class customer satisfaction. In the role of Support Account Manager (SAM), you will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering high quality service. Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.
As a SAM, you will coordinate a high-touch support experience for our largest and more strategic customers. The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support related activities. Working as a ServiceNow and a customer advocate, the SAM helps coordinate activities to ensure timely resolution of customer cases and problems. A SAM provides regular communications by conducting service reviews, providing operational summaries, and driving status updates on all open high-priority cases. A SAM should be comfortable presenting to all levels, including C-Level stakeholders.
What you get to do in this role:
- Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
- Deeply understand the customer’s business strategies, challenges, and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs.
- Understand and explain ServiceNow application, features, and benefits as it relates to customer needs.
- Offer exceptional customer service, including maintaining customer relationships and ensuring ServiceNow’s reputation is protected.
- Partnering with the customers assigned counterpart on a frequent cadence with the intention of continually moving the relationship forward.
- Ability to maintain credibility and trust through action and responsiveness within your designated customer accounts.
- 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 mediator 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.
To be successful in this role, we need someone who has:
The successful candidate will have experience in a high-tech environment, working with companies with large IT organizations utilizing ITIL best practices in complex, global deployments. Your experience should also include a successful track record in support management applying strong project and task-management abilities to meet your customer deliverables. You are a creative problem solver who can lead internal teams in solving a customer issue.
Essential:
- Excellent written and oral communication skills in English language
- Account management experience
- Fundamental understanding of ITSM in large organizations
- 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
- Ability to work cohesively within a global model
- Broad technical understanding in a cloud software environment
- Have a growth & collaborative mindset
Advantageous:
- Experience with ServiceNow will be considered an advantage
- Experience dealing with technical support teams
- Experience of working in an international environment
- Experience in Project Management capabilities and principles
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 or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.
From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.
Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.
We have other current jobs related to this field that you can find below
-
Senior Support Account Manager
2 weeks ago
Singapore ServiceNow Full timeCompany DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...
-
Senior Accounting Software Manager
2 weeks ago
Singapore AJMAL TRADING GROUP PTE. LTD. Full timeWe are looking for a passionate and solution-oriented senior account manager to be responsible for multiple client accounts. The senior account manager's responsibilities include maintaining a thorough knowledge of our business and offerings, developing and implementing strategic plans to grow accounts, managing and strengthening client relationships,...
-
Assistant Manager/manager Wellness
2 weeks ago
Singapore STROKE SUPPORT STATION Full timeJob Description:OBJECTIVES S3 aims to provide the best quality of poststroke care in the community so that our clients and their families are able to rebuild their lives after stroke. The Wellness Team plays a critical role in this continuum of care by creating a safe and supportive environment for stroke survivors and their families to enhance their...
-
Account Support Manager
1 week ago
Singapore HPE Full timeAccount Support Manager This role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE partner/customer office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever...
-
Senior Account Manager
2 weeks ago
Singapore BUD COMMUNICATIONS PTE. LTD. Full timeBud Communications:Senior/Account ManagerOur CompanyWe are a refreshingly effective PR and communications agency that solves complex communications problems by crafting stories and strategies that build trust, earn fandom and provoke action. Our integrated communications services are purpose-built for ambitiously disruptive organisations that positively...
-
Senior Executive, Management Accountant
2 weeks ago
Singapore ST LUKE'S ELDERCARE LTD. Full timeWe are seeking a highly capable management accountant to optimise our financial management policies. You will be performing financial analysis, preparing financial forecasts, and advising senior management on strategic planning.To ensure success as a management accountant, you should exhibit extensive knowledge of financial analysis and forecasting, and have...
-
Account Assistant
3 months ago
Singapore SEAFRONT SUPPORT COMPANY PTE. LTD. Full timeRoles & Responsibilities provides support to the accounting department by handling general accounting tasks on a daily basis. include preparing financial statements, issuing receipts and invoices and updating the financial database.Tell employers what skills you haveAccounts PayableMicrosoft OfficeMicrosoft ExcelTaxPayrollAccounting SystemData EntryBank...
-
Senior Account Manager
2 weeks ago
Singapore TWILIGHT SOFTWARES SINGAPORE PTE. LTD. Full time**Job Description & RequirementsJob Title - Senior Account Manager (Global Accounts) Experience - 5 Years and above**Job Code - TWSJD 07 | Job Location - Woodlands, SingaporeAbout The Company:Twilight Softwares is a niche technology partner specializing in Mobile, Web, Cloud, AI & next generation software development services. Being incorporated in Singapore...
-
Account Support Manager
1 week ago
Singapore HPE Full timeAccount Support Manager This role has been designed as ââOnsiteâ with an expectation that you will primarily work from an HPE partner/customer office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and...
-
Senior Accountant
3 weeks ago
Singapore Ethos BeathChapman Full timeCommodity firm Opportunity for growth Excellent exposure A Commodity firm is seeking a Senior Accountant to join their fast-growing organisation. Coming onboard as a Senior Accountant, you will be supporting the team in financial management which includes maintaining accurate bookkeeping, handling general ledger activities, and applying accounting...
-
Senior Account Manager
2 weeks ago
Singapore SEARCH PERSONNEL PRIVATE LIMITED Full timeRoles & ResponsibilitiesPosition : Senior Account Manager (Hunter Role/Out Of Home Advertising) - Up to $6,500 + Commission Location : East - Kaki Bukit Working hours : Monday to Friday | 9am - 6pm Salary (commensurate with experience) : Up to $6,500 (inclusive of AWS & Variable Bonus) + Commission + Incentives + Annual Leaves + Medical Benefits Duration :...
-
Senior Account Manager
2 weeks ago
Singapore TRIBAL WORLDWIDE PTE. LTD. Full timeAbout Tribal Worldwide:Tribal Worldwide is a full-service interactive agency that focuses on across the board front-end digital solutions from web to mobile and beyond. Tribal Worldwide is committed towards creating digital solutions through original digital marketing programmes which generate compelling experience for the end-user. First founded in 2001 as...
-
Senior Manager, Accounting
4 weeks ago
Singapore Macdonald & Company Full timeOur client is a developer and investor in the Industrial/ Logistics sector and provides flexible and innovative customer-focused solutions for specialty commercial and industrial real-estate development and investment. They are looking to hire a Senior Manager, Accouting in Singapore to oversee accounting, financial reporting and tax...
-
Senior Support Account Manager
1 month ago
Singapore ServiceNow Full timeCompany DescriptionAt ServiceNow, we are all about making the world work for everyone, thanks to our amazing technology and team. We don't waste time because the world can't wait, and our innovative solutions set us apart. By joining ServiceNow, you become part of a team of passionate change makers with a thirst for creativity. We believe in achieving your...
-
Senior Support Account Manager
4 weeks ago
Singapore ServiceNow Full timeCompany DescriptionAt ServiceNow, we are all about making the world work for everyone, thanks to our amazing technology and team. We don't waste time because the world can't wait, and our innovative solutions set us apart. By joining ServiceNow, you become part of a team of passionate change makers with a thirst for creativity. We believe in achieving your...
-
Senior Support Account Manager
2 weeks ago
Singapore ServiceNow Full timeCompany DescriptionAt ServiceNow, we are all about making the world work for everyone, thanks to our amazing technology and team. We don't waste time because the world can't wait, and our innovative solutions set us apart. By joining ServiceNow, you become part of a team of passionate change makers with a thirst for creativity. We believe in achieving your...
-
Senior Accountant
2 months ago
Singapore Macdonald & Company Full timeOur client is a developer and investor in the Industrial/ Logistics sector and provides flexible and innovative customer-focused solutions for specialty commercial and industrial real-estate development and investment. They are looking to hire a Senior Accountant in Singapore.Responsibilities Prepare monthly financial consolidated reports on a timely basis....
-
Senior Accountant
4 weeks ago
Singapore Macdonald & Company Full timeOur client is a developer and investor in the Industrial/ Logistics sector and provides flexible and innovative customer-focused solutions for specialty commercial and industrial real-estate development and investment. They are looking to hire a Senior Accountant in Singapore.Responsibilities Prepare monthly financial consolidated reports on a timely basis....
-
Senior Accountant
1 week ago
Singapore Macdonald & Company Full timeOur client is a developer and investor in the Industrial/ Logistics sector and provides flexible and innovative customer-focused solutions for specialty commercial and industrial real-estate development and investment. They are looking to hire a Senior Accountant in Singapore.Responsibilities Prepare monthly financial consolidated reports on a timely...
-
Senior Support Account Manager
4 weeks ago
Singapore ServiceNow Full timeCompany DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...
