Senior Staff Support Account Manager - Remote

Overview

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

In Short

• Deliver proactive and reactive services as a central point of contact for support-related activities.
• Drive cross-functional teams to identify and resolve customer issues effectively.
• Present to all levels of management, including C-Level stakeholders.
• Use software management tools to identify service issues.
• Conduct regular customer meetings and conference calls.
• Facilitate summary status reports and service reviews.
• Manage performance against service level agreements (SLA's).
• Drive continual improvement through trend analysis.
• Act as an escalation point for critical issues.
• Comfortable working in a fast-paced environment.

Requirements

• Experience with AI integration in work processes.
• Excellent written and oral communication skills.
• Experience dealing with technical support teams.
• Fundamental understanding of ITSM in enterprise environments.
• Comfortable interacting with all management levels.
• Knowledge of ITIL processes.
• Ability to work with tight schedules.
• Broad technical understanding in a cloud software environment.
• Growth and collaborative mindset.

Benefits

• Competitive salary and supportive teams.
• Global well-being days off.
• Flexible working culture.
• Parental leave programs.
• Childcare and caregiving benefits.
• Learning experience platform and tuition reimbursement.
• Global mentoring program.
• Team building activities and community outreach programs.