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Senior Support Account Manager

Há 1 mês

São Paulo, São Paulo, Brasil ServiceNow Tempo inteiro

Company Overview

ServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better.

Job Summary

We are seeking a highly motivated and professional individual to join our Support Account Management (SAM) Services team as a Senior Support Account Manager. As a key member of our team, you will play a critical role in delivering world-class customer satisfaction, helping ServiceNow change the way people work.

Key Responsibilities

  • Deliver proactive and reactive services, acting 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, and use industry-leading software management tools to identify potential service degradation issues.
  • Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits with customer needs.
  • Facilitate regular scheduled customer conference calls and meetings to ensure timely updates on open cases, changes, and projects.
  • Manage and report on performance against service level agreements (SLAs) and drive continual improvement for customers and their environments.

Requirements

  • 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 processes and procedures.
  • Ability to effectively work with tight schedules and fast-paced environments to minimize problem impact on customers within a global model.

Preferred Qualifications

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

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 or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.