Support Account Manager
| Company | ServiceNow |
|---|---|
| Location | Orlando, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Strong communication skills, both written and verbal, with the ability to clearly convey complex ideas to different audiences.
- Experience working with or supporting technical teams, or navigating technical problem-solving in some capacity.
- A foundational understanding of IT Service Management (ITSM), especially in enterprise or globally scaled environments.
- Comfort engaging with people across different roles and levels, including senior leaders.
- Familiarity with ITIL processes such as incident, problem, and release management—or a willingness to learn.
- The ability to prioritize tasks and adapt in fast-paced environments, especially when managing global or time-sensitive challenges.
- A general understanding of cloud software environments and how different technologies connect and interact.
- A collaborative, growth-oriented mindset and a willingness to learn and improve with your team.
Responsibilities
- Serve as the main point of contact for your customers’ support needs, helping them navigate challenges and maximize the value of their ServiceNow solutions.
- Use leading tools and practices to proactively identify and resolve service issues before they impact business outcomes.
- Build strong partnerships by understanding your customers’ goals and aligning ServiceNow capabilities to support their success.
- Facilitate regular check-ins and meetings with customers to share updates, address concerns, and ensure alignment across ongoing work.
- Prepare and present service performance reports, including monthly and quarterly business reviews.
- Help customers stay current by coordinating upgrades, patches, and security updates in partnership with ServiceNow teams.
- Monitor and report on service level agreements (SLAs), and collaborate with internal teams to drive continuous improvement when targets are not met.
- Identify patterns and trends to drive strategic improvements for customers and their environments.
- Coordinate with internal teams to prioritize and resolve open issues, ensuring timely and clear communication.
- Serve as an escalation point when critical business-impacting issues arise, helping to ensure quick resolution and strong customer support.
Preferred Qualifications
- Experience using or supporting the ServiceNow platform.
- Familiarity with project management tools or practices.
- Background in service delivery or account management roles.