Senior Support Account Manager - Federal

About the position

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work. This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered. The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service. Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively. Comfortable presenting to all levels of management, including C-Level stakeholders. Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers. Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs. 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 facilitator 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.

Responsibilities

• Deliver proactive and reactive services as a central point of contact for support-related activities. ,
• Drive cross-functional teams to ensure customer issues are identified and resolved effectively. ,
• Present to all levels of management, including C-Level stakeholders. ,
• Use software management tools to identify potential service degradation issues. ,
• Deliver business value and solutions by aligning ServiceNow applications with customer needs. ,
• Drive regular customer conference calls and meetings for updates on open cases and projects. ,
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews. ,
• Act as a facilitator for mandatory upgrades, patches, and security requirements. ,
• Manage and report on performance against service level agreements (SLA's). ,
• Drive continual improvement through trend analysis and collaboration with internal teams. ,
• Review open cases and communicate priorities to ensure timely responses and resolutions. ,
• Act as an escalation point for business critical issues.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes. ,
• Excellent written and oral communication skills. ,
• Experience dealing with technical support teams. ,
• Fundamental understanding of ITSM in enterprise environments. ,
• Comfortable interacting with all levels of management. ,
• Working knowledge of ITIL incident, problem and release management processes. ,
• Ability to work effectively in tight schedules and fast-paced environments. ,
• Broad technical understanding in a cloud software environment. ,
• Growth and collaborative mindset.

Nice-to-haves

• ServiceNow platform knowledge or experience. ,
• Project Management capabilities and principles. ,
• Service delivery account management experience.

Benefits

• Competitive salary. ,
• Flexible working culture. ,
• Parental leave programs. ,
• Childcare and caregiving benefits. ,
• Learning experience platform and tuition reimbursement. ,
• Global cross-functional mentoring program. ,
• Team building activities and employee belonging groups. ,
• Volunteering and community outreach programs. ,
• Health plans including flexible spending accounts. ,
• 401(k) Plan with company match. ,
• Employee Stock Purchase Plan (ESPP). ,
• Flexible time away plan and family leave programs.