Full-Time

Support Account Manager/Technical Account Manager

Posted on 4/16/2025

ServiceNow

ServiceNow

10,001+ employees

Cloud-based platform for digital workflows

No salary listed

Senior, Expert

Hyderabad, Telangana, India

Category
Customer Success
Sales & Account Management
Required Skills
ServiceNow
Customer Service
Requirements
  • 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.
  • 10-12 yrs of experience with 2+ years of customer-facing experience
  • Flexible and ready to work in India early morning or late evening shifts to present on handover calls with the incoming and outgoing regions.
  • Ready to work on weekends.
  • Prior ServiceNow implementation knowledge and ServiceNow certifications would be an added advantage.
  • Excellent written and oral communication skills
  • Experience dealing with technical support teams
  • Fundamental understanding of ITSM in enterprise environments and global deployments
  • Comfortable interacting with all levels of management
  • Working knowledge of ITIL incident, problem and release management process and procedures
  • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model
  • Broad technical understanding in a cloud software environment
  • Growth & collaborative mindset
Responsibilities
  • Deliver both proactive and reactive services and act as a central point of contact for all support-related activities.
  • Drive cross-functional teams to ensure customer issues are clearly identified and resolved effectively.
  • Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
  • Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
  • 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 facilitator 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.
Desired Qualifications
  • ServiceNow platform knowledge or experience
  • Project Management capabilities and principles
  • Service delivery account management experience

ServiceNow provides a cloud-based platform that helps businesses automate and streamline their operations. Known as the Now Platform, it offers a variety of applications and services that manage processes in areas such as IT operations, customer service, human resources, and security operations. The platform is designed for large enterprises across different industries, including healthcare, finance, retail, and manufacturing, aiming to modernize operations and enhance service delivery. ServiceNow operates on a software-as-a-service (SaaS) model, allowing clients to access the platform online without needing to install it on their own servers. This model generates recurring revenue through subscription fees, which include software updates, technical support, and professional services for implementation and customization. ServiceNow's goal is to help organizations improve efficiency and customer and employee experiences through effective digital workflows and automation.

Company Size

10,001+

Company Stage

IPO

Headquarters

Santa Clara, California

Founded

2004

Simplify Jobs

Simplify's Take

What believers are saying

  • ServiceNow's acquisition of Logik.ai strengthens its CRM capabilities, boosting sales and order management.
  • Partnership with 3CLogic enhances ServiceNow's AI-driven contact center solutions, improving customer service.
  • ServiceNow's focus on AI agent integration offers potential for advanced workflow automation.

What critics are saying

  • Integration of Logik.ai's CPQ solutions may face challenges, delaying expected benefits.
  • Dependence on third-party solutions like 3CLogic could impact ServiceNow's ecosystem control.
  • Emerging AI agent marketplaces may reduce demand for ServiceNow's platform solutions.

What makes ServiceNow unique

  • ServiceNow's Now Platform offers comprehensive digital workflow automation across multiple business functions.
  • The company focuses on large enterprises, providing tailored solutions for complex operational needs.
  • ServiceNow's SaaS model ensures continuous updates and support, enhancing client satisfaction and retention.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
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