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Mid LevelFull-timeReactDevOps
Salary Range
$73,440 - $99,360 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
ServiceNow’s Support Account Management (SAM) team delivers proactive and reactive support services to a portfolio of high-profile, strategic customers. This role acts as a central point of contact, driving incident and problem resolution by coordinating cross-functional teams.
Key Responsibilities
- →Confidently present to stakeholders at all levels, including C-suite executives
- →Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs
- →Serve as the primary customer liaison and escalation point for business-critical issues
- →Lead regular service reviews and executive updates, ensuring clear communication on incidents, changes, and performance with reference to mandatory upgrades, patches, and security requirements
- →Manage and report on SLA performance, driving corrective action and continual service improvement
- →Proactively identify and mitigate service risks using industry-leading management tools and trend analysis
- →Align ServiceNow solutions to customer business needs, delivering measurable value
- →Coordinate cross-functional teams to ensure timely resolution of cases, problems, and changes
Requirements
- ✓Experience in customer support or account management
- ✓Strong understanding of ServiceNow applications and features
- ✓Excellent communication and presentation skills
- ✓Ability to coordinate cross-functional teams
- ✓Knowledge of SLA management and service improvement
Benefits
- ★Global well-being days
- ★Parental and caregiving benefits
- ★Learning and tuition support
- ★Mentoring opportunities
- ★Community programs
