Senior Client Success Manager

vor 4 Wochen

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 own team members. We understand that your most impactful contributions occur when you are living your best life and showcasing your unique skills. Therefore, we are committed to creating an environment that enables our employees to thrive. Our culture is centered around teamwork, and we aim to exceed our customers' expectations. We maintain a mindset of humility and hunger while fostering a sense of belonging. Key focus areas for us include sustainability, inclusivity, and diversity, ensuring transparency, equity, and accountability to drive meaningful change. Join us on this exciting journey towards a better future.

Alongside a competitive salary, supportive teams, and genuine opportunities for career advancement within a progressive organization, we offer resources designed to support your well-being and that of your loved ones. Our benefits include:

  • 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 initiatives.
  • Childcare and caregiving support.
  • A personalized learning experience platform utilizing our own technology, along with a tuition reimbursement program.
  • A global mentoring initiative that crosses functional boundaries.
  • Team-building activities, various employee belonging groups, and community outreach programs.
Key Responsibilities:

ServiceNow is in search of highly motivated and professional individuals to join our Support Account Management (SAM) Services team. In this role, you will play a pivotal part in delivering exceptional customer satisfaction, as SAMs transform the way our clients 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 skilled team dedicated to a select group of high-profile, strategic clients while ensuring the delivery of top-notch service.

Your responsibilities will include:

  • Comfortably presenting 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 client needs.
  • Conducting regular customer conference calls and meetings to maintain open communication regarding ongoing cases, changes, problems, and 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 overseeing action plans to meet and exceed these commitments.
  • Driving continuous improvement for clients through trend analysis and collaboration with internal account teams.
  • Reviewing open cases, problems, and changes, and communicating aligned priorities to ensure timely responses and resolutions.
  • Serving as an escalation point for business-critical issues impacting clients.
Qualifications:

To excel in this position, we are looking for someone who possesses:

  • Outstanding written and verbal communication skills.
  • Experience working with technical support teams.
  • A fundamental understanding of IT Service Management (ITSM) in enterprise environments and global deployments.
  • Comfort in interacting with all management levels.
  • Working knowledge of ITIL incident, problem, and release management processes.
  • The ability to effectively navigate tight schedules and fast-paced environments to minimize customer impact.
  • A broad technical understanding in a cloud software setting.
  • A growth-oriented and collaborative mindset.

Preferred Qualifications:

  • Knowledge or experience 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 reasonable accommodations 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.

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