ServiceNow is hiring a Senior Support Account Manager to join the SAM Services team. In this role, you will deliver proactive and reactive services, acting as the central point of contact for all support-related activities for our strategic customers. You will be responsible for driving cross-functional teams to ensure customer issues are resolved effectively.
What You'll Do
- Deliver 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 leading software management tools to proactively identify and mitigate potential service degradation issues.
- Deliver business value by aligning ServiceNow applications, features, and benefits to customer needs.
- Drive regular scheduled customer calls and meetings to provide timely updates on open cases, changes, problems, and projects.
- Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
- Act as the facilitator between customers and ServiceNow regarding mandatory upgrades, patches, and security requirements.
- Manage, document, and report on performance against service level agreements and oversee action plans to meet commitments.
- Drive continual improvement for the customer through trend analysis and partnership with the internal account team.
- Review open cases, problems, and changes, communicating aligned priorities to assigned ServiceNow teams.
- Act as an escalation point for customer-impacting business critical issues.
What We're Looking For
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Excellent written and oral communication skills.
- Native fluency in Japanese and full professional speaking in English.
- 7+ years of relevant experience.
- 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 process and procedures.
- Ability to effectively work with tight schedules in a fast paced environment to minimize problem impact within a global model.
- Broad technical understanding in a cloud software environment.
- Growth & collaborative mindset.
Nice to Have
- ServiceNow platform knowledge or experience.
- Project Management capabilities and principles.
- Service delivery account management experience.
Team & Environment
You will be a member of the Support Account Management (SAM) Services team.
Work Mode
This role follows a hybrid work model.
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.
