Senior Support Account Manager
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Job Summary
What you get to do in this role:
ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction as SAMs help ServiceNow change the way people work.
The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile strategic customers whilst delivering a high-quality service.
Additionally you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.
- Comfortable presenting to all levels of management including C-Level stakeholders.
- Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
- Deliver business value and solutions by understanding and aligning ServiceNow applications features and benefits as it relates to our customer needs.
- Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases changes problems and on-going projects.
- Facilitate summary status reports including monthly performance reviews and quarterly service reviews.
- Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades patches and security requirements.
- Manage document and report on performance against service level agreements (SLAs) and where SLAs are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
- Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
- Review open cases problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
- Act as an escalation point for customer impacting business critical issues.
Qualifications :
To be successful in this role we need someone who has:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
- Excellent written and oral communication skills
- Native fluency in Japanese and full professional speaking in English
- 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 and fast paced environment to minimize problem impact on the customer 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
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
This role falls under Flexible category and it is required to be in the office twice a week.
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 addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Business Development
- Sales Experience
- OEM
- Account Management
- Product Demos
- Microsoft Powerpoint
- Salesforce
- Relationship Management
- Sales Management
- Customer relationship management
- Enterprise Sales
- negotiation
About Company
Learn here. Grow here. Make a difference here. At ServiceNow, our cloud?based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and enterprises. Were growing fast, innovating even faster, and making an impact on our c ... View more
