Senior Support Account Manager - Remote

Overview

The Senior Support Account Manager at ServiceNow plays a vital role in connecting customers with support teams, ensuring exceptional customer experiences and effective problem resolution.

In Short

• Build trusted relationships with customers as a proactive contact for support matters.
• Utilize monitoring tools to identify potential issues early.
• Understand customer goals and connect them with ServiceNow capabilities.
• Lead regular check-ins and meetings to ensure alignment.
• Provide clear reports on service performance.
• Coordinate upgrades and security updates for a smooth customer experience.
• Track service level agreements (SLAs) and lead improvement plans.
• Collaborate with teams to identify solutions and drive positive changes.
• Effectively prioritize and escalate critical issues.

Requirements

• Strong communication skills for engaging with stakeholders.
• Experience in managing complex customer relationships.
• Organized and proactive with a commitment to customer success.
• Experience working with technical support teams.
• Understanding of ITIL practices.
• Ability to manage multiple priorities in a dynamic setting.
• General understanding of cloud-based technologies.
• Curiosity and adaptability in problem-solving.

Benefits

• Competitive salary and opportunities for career progression.
• Flexible working culture for work-life balance.
• Parental leave and childcare benefits.
• Learning and development resources.
• Global mentoring programs and team-building activities.