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SeniorFull-timeReact
Salary Range
$36,465 - $49,335 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
ServiceNow is seeking motivated individuals to join their Support Account Management (SAM) Services team, playing a critical role in delivering world-class customer satisfaction.
Key Responsibilities
- →Deliver both proactive and reactive services 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
- →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
- →Drive regular scheduled customer conference calls and meetings
- →Facilitate summary status reports, including monthly performance reviews and quarterly service reviews
- →Act as the facilitator between customers and ServiceNow for mandatory upgrades, patches, and security requirements
- →Manage, document and report on performance against service level agreements
- →Drive continual improvement for the customer and their environment
- →Review open cases, problems and changes to ensure timely response and resolution
- →Act as an escalation point for customer impacting business critical issues
Requirements
- ✓Ability to present to all levels of management
- ✓Experience with software management tools
- ✓Strong understanding of ServiceNow applications and features
- ✓Ability to drive cross-functional teams
- ✓Excellent communication and facilitation skills
- ✓Knowledge of service level agreements
- ✓Experience with trend analysis and continuous improvement initiatives
