Support Account Manager - Federal - Remote

Overview

Join ServiceNow as a Support Account Manager, where you will play a critical role in delivering world-class customer satisfaction and help transform how organizations work through innovative AI-enhanced technology.

In Short

• Deliver proactive and reactive services as a central point of contact for support-related activities.
• Drive cross-functional teams to resolve customer issues effectively.
• Utilize industry-leading software management tools to identify service issues.
• Conduct regular customer meetings for updates on cases and ongoing projects.
• Manage performance against service level agreements (SLAs).
• Facilitate communication between customers and ServiceNow regarding upgrades and security requirements.
• Drive continual improvement through trend analysis.
• Act as an escalation point for critical customer issues.
• Communicate effectively with all levels of management.
• Foster a collaborative and growth-oriented mindset.

Requirements

• Experience integrating AI into work processes.
• Excellent written and oral communication skills.
• Experience with technical support teams.
• Understanding of ITSM in enterprise environments.
• Knowledge of ITIL processes and procedures.
• Ability to work in a fast-paced environment.
• Broad technical understanding in a cloud software environment.
• Growth and collaborative mindset.

Benefits

• Competitive salary and equity options.
• Flexible working culture.
• Parental leave programs and childcare benefits.
• Learning and development support, including tuition reimbursement.
• Global mentoring program.
• Company-wide well-being days.
• Team building activities and community outreach programs.