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Senior Support Account Manager - Federal
Posted on 7/22/2022
Washington, DC, USA
Experience Level
Desired Skills
Customer Service
  • Advocacy - Understanding of and focus on the customer's ServiceNow platform and application goals
  • Management - High-level oversight/escalation point for the customer's ServiceNow Case, Problem, and Change records
  • Coordination - Facilitation of major changes and activities within the customer's ServiceNow instances
  • Reporting - Agreed upon and regular service management reporting and analysis
  • Excellent written and oral communication skills in English language
  • Account management experience
  • Fundamental understanding of ITSM in large organizations
  • 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
  • Ability to work cohesively within a global model
  • Broad technical understanding in a cloud software environment
  • Have a growth & collaborative mindset
  • Experience with ServiceNow will be considered an advantage
  • Experience dealing with technical support teams
  • Experience of working in an international environment
  • Experience in Project Management capabilities and principles
  • 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

10,001+ employees

Digital workflows
Company Overview
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations.