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Support Account ManagerServiceNow’s Support Account Management (SAM) team provides a proactive and customized support experience for customers that require a higher level of engagement than ServiceNow’s standard level of Customer Service & Support. Support Account Managers are post-sales resources who serve as single points of contact into ServiceNow’s Support organization.  The SAM ensures our platform and applications can support customer business goals and helps prioritize the support activities needed to keep their solution healthy.  Our team helps preparing for upgrades, planning major changes, and helps customers effectively manage their ServiceNow platform.The main objectives of the SAM include:Advocacy – Understanding of and focus on the customer’s ServiceNow platform and application goalsManagement – High-level oversight/escalation point for the customer’s ServiceNow Case, Problem, and Change recordsCoordination – Facilitation of major changes and activities within the customer’s ServiceNow instancesReporting – Agreed upon and regular service management reporting and analysisWhat you get to do in this role:Deeply understand customer 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 needsCoordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectationsAbility to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within ServiceNowParticipate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projectsFacilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicableManage, 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 routinelyReview open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying resultAct as an escalation point and advocate for critical customer issues. Understand and explain ServiceNow application, features and benefits as it relates to customer needsManage special projects as assigned by management to meet customer and cross-functional team needs