Senior Support Account Manager

4 weeks ago

Singapore ServiceNow Full time
Company Description

At 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 best work while living your best life, and we make sure to support that every step of the way. Together, we aspire for big things and support each other to turn our dreams into reality. The future begins with you.

With over 7,700 customers, we serve about 85% of the Fortune 500 companies. We are proud to be recognized as one of FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

Job Description

ServiceNow is transforming the way people work. With a focus on service, we help modern enterprises operate faster and more efficiently than ever before.

We're not your average company. We work hard but know how to have fun. We are constantly evolving and adapting. Passion drives us, and customer satisfaction is our top priority. Working with us means setting high standards and continuously challenging yourself to grow.

Role:

At ServiceNow, we are looking for dedicated professionals to join our team and take on a crucial role in delivering top-notch customer service. As a Support Account Manager (SAM), you will work with a skilled team, focusing on key strategic customers to provide exceptional service. Your responsibilities will include coordinating cross-functional teams to swiftly identify and resolve customer issues.

As a SAM, you will manage a high-touch support experience for our most important customers. You will provide both proactive and reactive services and serve as the main point of contact for all support-related matters. Acting as both a ServiceNow and customer advocate, you will ensure timely resolution of customer cases and issues. A SAM should be comfortable presenting to stakeholders at all levels, including C-Level executives.

What you get to do in this role:

  • Use leading software management tools to detect and address service issues proactively.
  • Understand the customer's business goals and IT landscape to provide tailored solutions.
  • Explain the benefits of ServiceNow solutions to meet customer needs.
  • Deliver exceptional customer service to maintain strong relationships and protect ServiceNow's reputation.
  • Collaborate with the customer's counterpart regularly to advance the relationship.
  • Ensure timely updates on all support activities through customer calls and meetings.
  • Facilitate status reports and service reviews regularly.
  • Act as a liaison between customers and ServiceNow for upgrades and security requirements.
  • Monitor and report on performance against service level agreements (SLAs).
  • Drive continuous improvement for customers through trend analysis and collaboration with internal teams.
  • Escalate critical customer issues as needed.
Qualifications

To succeed in this role, you need:

The ideal candidate will have experience in a high-tech environment, working with large IT organizations and applying ITIL best practices. You should excel in support management, leading teams to solve customer issues effectively.

Essential:

  • Strong communication skills in English
  • Experience in account management
  • Knowledge of ITSM in large organizations
  • Interpersonal skills for interacting with all management levels
  • Understanding of ITIL incident, problem, and release management
  • Ability to work well in fast-paced environments
  • Global collaboration skills
  • Technical acumen in cloud software
  • Embrace growth and collaboration

Advantageous:

  • Experience with ServiceNow
  • Working with technical support teams
  • International work experience
  • Project Management capabilities
Additional Information

ServiceNow is an Equal Employment Opportunity Employer. We value diversity and provide equal opportunities for all qualified applicants.

At ServiceNow, we believe in flexible and trustworthy work environments. We encourage you to learn more about our different work personas: flexible, remote, and required-in-office.

If you need assistance during the application process, please reach out to us.

For roles involving technical data subject to export control regulations, ServiceNow may require certain approvals.

Beware of fraudulent job postings. Find all genuine ServiceNow job postings on the ServiceNow Careers site.

From 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.

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