Support Account Manager

At ServiceNow, we make work better for everyone. We're seeking a Support Account Manager to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction. The role involves delivering proactive and reactive services, acting as a central point of contact for all support-related activities, and driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

Requirements

• 10-12 years of experience with 2+ years of customer-facing experience
• Flexible and ready to work in India early morning or late evening shifts
• Prior ServiceNow implementation knowledge and ServiceNow certifications
• 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

Benefits

• Competitive salary
• Supportive teams
• Real opportunity to progress in your career with a forward-thinking organisation
• Benefits plans and programs
• Mental health resources
• Family support resources and parental leave programs
• Flexible working culture
• Childcare and caregiving benefits
• Learning experience platform
• Tuition reimbursement program
• Global, cross-functional mentoring program
• Team building activities
• Employee belonging groups
• Volunteering and community outreach programs