Technical Account Manager
5 days ago
About Us
">At ServiceNow, we're transforming the way people work. Founded in 2004, our company has grown into a global leader, serving over 8,100 customers worldwide, including 85% of the Fortune 500.
">We're committed to making work better for everyone – our employees, customers, and communities. Our intelligent cloud-based platform seamlessly connects people, systems, and processes, empowering organizations to find smarter, faster, and better ways to work.
">Our Vision
">We envision a world where technology and innovation come together to make work more efficient, productive, and fulfilling. Join us on this journey as we continue to push the boundaries of what's possible.
">The Role
">We're seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team. As a SAM, you'll play a critical role in delivering world-class customer satisfaction, helping ServiceNow change the way people work.
">You'll be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively. Your expertise will help us maintain high-quality service delivery and exceed customer expectations.
">Your Key Responsibilities
">- ">
- Lead discussions and presentations across all levels of management, ensuring clear, inclusive communication that meets diverse audiences' needs.">
- Utilize leading industry software management tools to proactively identify potential service issues and work to resolve or mitigate them, minimizing business impact for our customers.">
- Understand and align ServiceNow applications, features, and benefits with customer needs, delivering business value and actionable solutions.">
- Coordinate and facilitate regular customer conference calls and meetings, ensuring open lines of communication, providing timely updates on open cases, ongoing projects, and changes.">
- Provide detailed status reports, including monthly performance reviews and quarterly service reviews, ensuring stakeholders have clear visibility into service performance.">
- Act as the key liaison between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.">
- Manage, document, and report on service level agreements (SLAs), ensuring goals are met and working with stakeholders to address areas where performance can be improved.">
- Champion a culture of continual improvement, driving innovation through trend analysis and collaboration with internal teams to meet evolving customer needs.">
- Review and prioritize open cases, problems, and changes, working collaboratively with ServiceNow teams to ensure timely resolution.">
- Serve as a point of escalation for critical customer-impacting issues, acting as a problem solver and advocate for the customer.">
Your Qualifications
">To be successful in this role, you should bring:
">- ">
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.">
- Fluency in English (both written and spoken), with the ability to communicate effectively in various professional contexts.">
- Experience working with technical support teams in a customer-facing role.">
- A strong foundational understanding of IT Service Management (ITSM) in enterprise environments, particularly in global deployments.">
- Comfort and confidence in engaging with individuals at all levels of management, from operational teams to C-suite executives.">
- Familiarity with ITIL processes for incident, problem, and release management, and the ability to apply them in diverse contexts.">
- An ability to work effectively under tight schedules and in a fast-paced environment, ensuring minimal disruption for customers.">
- Broad technical understanding in cloud software environments, with an interest in continually learning and growing your technical expertise.">
- A collaborative mindset, with a passion for team-oriented work and continuous self-improvement.">
Nice to Have
">Experience with the ServiceNow platform or other cloud-based software solutions. Knowledge of project management methodologies and principles. Previous experience in service delivery account management or customer success roles.
">What We Offer
">We provide a supportive and inclusive team culture where diverse perspectives are valued. Opportunities for professional growth and development, with ongoing learning opportunities. A flexible and remote-first work environment. Competitive compensation and benefits package.
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