Senior Support Account Manager

Company Description

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.  

We are disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

As a SAM (Support Account Manager), you will

• Maintain a portfolio of clients, functioning as the dedicated contact for client consultation. In this role, you will be the clients’ trusted advisor, for them to obtain the value of their investment.
• Effectively plan opportunities that will align to the clients’ roadmaps and ecosystems. Work to improve the clients’ environment with established best practices and identify opportunities to leverage new features and functionalities.
• Align with sales and customer outcomes to provide insights as to the clients' future direction and needs; analyse the environment and instance infrastructure, to be able to provide clients educated and informed guidance.
• Assist the core support team in understanding how to navigate complexities; identify areas in need of improvement with action items and due dates to ensure issues are addressed in a timely manner. Manage SLA-related queries with limited supervision or oversight.
• Demonstrate adaptability to meet the needs of the moment and adjust to different situations, actively learn new technologies and tools and proactively further technical understanding, e.g., cloning, patching and upgrades, DBMS.

Note : Due to the nature of the work that this role will perform, capability to obtain a security clearance, of which the main requirement is Australian Citizenship.

Qualifications

Essential Requirements 

• Professional experience in IT technical account management, service delivery management, post-sales account management
• Ability and experience in communicating within all levels of the organization on the client side.
• Ability to effectively work with tight schedules and a fast-paced environment to minimize problem impact on the client.
• Ability to work cohesively within a global model.
• Growth and collaborative mindset.

Knowledge of the following is preferred

• Broad technical understanding of a cloud software environment
• Working knowledge of ITIL incident, problem, and release management processes and procedures
• Fundamental understanding of ITSM
• Fundamental ServiceNow knowledge
• Linux administration operating knowledge (desirable)
• RDBMS Concepts and management predominantly in Oracle, and MySQL (desirable)
• Code competency and understanding of JavaScript (desirable)

Why ServiceNow

ServiceNow provides competitive compensation, generous benefits, and a professional atmosphere.

We have a collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their professional careers through working with some of the most advanced technologies and talented professionals in the business.

Additional Information

ServiceNow is an Equal Employment 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.

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