Senior Support Account Manager

Senior 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 analysisThis position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

What you get to do in this role:  Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.Deeply understand the customer’s 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 needs.Understand and explain ServiceNow application, features, and benefits as it relates to customer needs.Offer exceptional customer service, including maintaining customer relationships and ensuring ServiceNow’s reputation is protected.Partnering with the customers assigned counterpart on a frequent cadence with the intention of continually moving the relationship forward.Ability to maintain credibility and trust through action and responsiveness within your designated customer accounts.Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.Act as the mediator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.Manage, 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 routinely.Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.Act as an escalation point for customer impacting business critical issues.