Simplify Logo

Full-Time

Support Account Manager

Posted on 7/10/2024

ServiceNow

ServiceNow

10,001+ employees

Cloud-based IT workflow and app development platform

Entry

Orlando, FL, USA

Category
Customer Success Management
Strategic Account Management
Sales & Account Management
Required Skills
Communications
Management
Requirements
  • 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
  • Delivering proactive and reactive services as a central point of contact for all support-related activities
  • Driving cross-functional teams to ensure customer issues are identified and resolved effectively
  • Presenting to all levels of management, including C-Level stakeholders
  • Using industry-leading software management tools to proactively identify potential degradation of service issues
  • Delivering business value and solutions by aligning ServiceNow applications with customer needs
  • Facilitating customer conference calls and meetings to provide timely updates on cases, changes, problems, and projects
  • Managing, documenting, and reporting on performance against service level agreements (SLAs)
  • Driving continual improvement for customers through trend analysis and championing change
  • Reviewing open cases, problems, and changes to communicate aligned priorities to ServiceNow teams
  • Acting as an escalation point for customer impacting business critical issues

ServiceNow provides a cloud-based platform that connects people, functions, and systems across organizations, enabling digital IT workflows, enhancing the employee experience, fostering customer loyalty, and facilitating rapid app development with low-code technology.

Company Stage

Series B

Total Funding

$110.7M

Headquarters

Santa Clara, California

Founded

2004

Growth & Insights
Headcount

6 month growth

4%

1 year growth

11%

2 year growth

24%

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

INACTIVE