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Principal Support Account Executive

vor 3 Monaten

Frankfurt am Main, Hessen, Deutschland ServiceNow Vollzeit
What you can anticipate from us:

At ServiceNow, we strive to enhance the work experience for everyone, including our team members. We recognize that your best contributions occur when you are at your best, and we aim to facilitate that for our employees. Our culture emphasizes teamwork, and we are committed to exceeding customer expectations. We maintain a mindset of humility and hunger while fostering a sense of belonging. Key areas of focus for us include sustainability, inclusivity, and diversity, ensuring transparency, equity, and accountability to drive meaningful change. Join us as we work towards a brighter future.

Alongside a competitive salary, supportive teams, and genuine opportunities for career advancement within an innovative organization, we offer resources designed to support your well-being and that of your loved ones. From comprehensive benefits plans and mental health resources to family support initiatives and parental leave programs, we are dedicated to helping you care for yourself and your family. Here’s a glimpse of what we provide:

  • Company-wide global well-being days where everyone can take time off to focus on what matters most.
  • A flexible work culture that promotes a healthy work-life balance.
  • Parental leave programs.
  • Childcare and caregiving benefits.
  • A learning platform built on our own technology to support your professional development, including a tuition reimbursement program.
  • A global mentoring initiative across various functions.
  • Team-building activities, employee belonging groups, volunteering opportunities, and community outreach programs.
Responsibilities in this role:

ServiceNow is on the lookout for driven and professional individuals to join our Support Account Management (SAM) Services team, playing a pivotal role in delivering exceptional customer satisfaction as SAMs transform the way organizations operate.

The SAM will provide both proactive and reactive services, serving as the primary contact for all support-related inquiries. You will be part of a highly skilled team dedicated to a select group of high-profile, strategic clients while ensuring top-notch service delivery.

Your responsibilities will include:

  • Presenting comfortably to all management levels, including C-Level executives.
  • Utilizing industry-leading software management tools to proactively identify potential service degradation and mitigate business-impacting events for clients.
  • Delivering business value and solutions by aligning ServiceNow applications, features, and benefits with customer needs.
  • Conducting regular customer conference calls and meetings to ensure a continuous flow of information with timely updates on all open cases, changes, problems, and ongoing projects.
  • Facilitating summary status reports, including monthly performance evaluations and quarterly service assessments.
  • Acting as a liaison between clients and ServiceNow regarding mandatory upgrades, patches, and security requirements.
  • Managing, documenting, and reporting on performance against service level agreements (SLAs), and developing action plans to meet and exceed those commitments.
  • Driving continuous improvement for the customer and their environment through trend analysis and collaboration with the internal account team.
  • Reviewing open cases, problems, and changes while communicating aligned priorities to assigned ServiceNow teams for timely responses and resolutions.
  • Serving as an escalation point for customer-critical business issues.
Qualifications:

To excel in this position, we seek candidates who possess:

  • Outstanding written and verbal communication skills.
  • Experience working with technical support teams.
  • A foundational understanding of IT Service Management (ITSM) in enterprise environments and global deployments.
  • Comfort in engaging with all management levels.
  • Working knowledge of ITIL incident, problem, and release management processes and procedures.
  • The ability to effectively navigate tight schedules and fast-paced environments to minimize customer impact.
  • A broad technical understanding of cloud software environments.
  • A growth-oriented and collaborative mindset.
Preferred Qualifications:
  • Familiarity with the ServiceNow platform.
  • Project management skills and principles.
  • Experience in service delivery account management.
Work Personas:

We embrace flexibility and trust in our distributed work environment. Work personas (flexible, remote, or required in-office) are assigned to ServiceNow employees based on the nature of their roles.

Equal Opportunity Employer:

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.

Accommodations:

We are committed to creating an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, please reach out for assistance.

Export Control Regulations:

For positions requiring access to controlled technology subject to export control regulations, ServiceNow may need to obtain export control approval from government authorities for certain individuals. All employment is contingent upon obtaining any necessary export licenses or approvals.