Support Account Manager

vor 1 Woche

Frankfurt am Main, Hessen, Deutschland ServiceNow Vollzeit
Job Description

At ServiceNow, we're seeking a highly motivated and professional individual to join our Support Account Management (SAM) Services team as a Support Account Manager. As a key member of our team, you'll play a critical role in delivering world-class customer satisfaction and helping ServiceNow change the way people work.

Key Responsibilities
  • Deliver both proactive and reactive services, acting 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.
  • Present to all levels of management, including C-Level stakeholders, and use industry-leading software management tools to proactively identify potential degradation of service issues.
  • Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits with customer needs.
  • Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
  • Act as the facilitator between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.
  • Manage, document, and report on performance against service level agreements (SLAs) and develop action plans to meet and exceed those commitments.
  • Drive continual improvement for customers and their environments through trend analysis and partnering with the internal account team.
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 processes and procedures.
  • Ability to effectively work with tight schedules and fast-paced environments to minimize problem impact on customers within a global model.
  • Broad technical understanding in a cloud software environment.
  • Growth and collaborative mindset.
Preferred Qualifications
  • ServiceNow platform knowledge or experience.
  • Project Management capabilities and principles.
  • Service delivery account management experience.

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

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