Description

Support Account Manager, Federal 
 

Location: DC, Virginia, Maryland (Remote but must reside in DMV area)

“This position requires the Public Trust Position (PTP) Tier 2 Level suitability adjudication. If offered employment, you must be willing to complete and successfully pass the adjudication process. Any employment is contingent upon obtaining the required adjudication.”

Who we are:

ServiceNow is the Enterprise Cloud Company that is changing the way people work. We are redefining markets and changing the perception of enterprise software. 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. Our cloud platform allows enterprises to bring together business strategy, application design and operations in a powerfully simple solution. We’re disruptive. 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. 

Our platform delivers digital workflows that create great experiences and unlock productivity. ServiceNow cloud services automate, predict, digitize and optimize business processes and tasks, from IT to Customer Service to Security Operations and to Human Resources, creating a better experience for employees, users and customers while transforming the enterprise.

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. This is a very collaborative and inclusive work environment where individuals with strong aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technologies and talented technologists in the business. We provide competitive compensation, RSU’s, generous benefits and a professional, yet relaxed atmosphere.

Due to the success of our products we are experiencing growth in virtually all areas of our organization. To sustain our growth, we are looking for people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in and stand out!

Opportunity:

ServiceNow is seeking highly motivated and professional individuals to join our team and play a critical role in delivering world-class customer satisfaction.  In the role of a Senior Support Account Manager (SAM), you will be a member of a highly skilled team focused on resolving technical issues through driving cross-functional teams ensuring customer issues are clearly identified and resolved effectively.   

As a Federal Senior Support Account Manager you will utilize your strong communication, relationship competencies and account management skills to provide the highest level of Personalized, Proactive, Preventative and Reactive First-Class support services to a variety of government agencies. You will build a partner relationship with the customer to better serve their business needs, as well as to react quickly and revise approach when business needs change. The Support Account Manager role is critical to the assigned Account/Sales Team in furthering the ServiceNow partner relationship by coordinating support activities for the account and maintaining ongoing account status/visibility communication. Working very closely and collaboratively with members of the Account Team, customer and partner contacts, you will become intimately acquainted with the customers business requirements, technical needs, systems, environment and service history. 

Working as a support advocate, the SAM helps coordinate efforts within ServiceNow to ensure timely resolution of incidents and problems.  A SAM provides regular communications by conducting service reviews, providing operational summaries and driving status updates on all open high-priority incidents.  A SAM should be comfortable presenting to all levels within an organization including C-Level contacts.     

Day to Day:  

• Deeply understand customer business strategies, challenges and IT landscape.  Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs
• Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations
• Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within ServiceNow
• Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects
• Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable
• Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely
• Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result
• Act as an escalation point and advocate for critical customer issues. 
• Understand and explain ServiceNow application, features and benefits as it relates to customer needs
• Manage special projects as assigned by management to meet customer and cross-functional team needs

In order to be successful in this role, we need someone who has:

The successful candidate will have experience in a high tech environment - preferably in the ITSM area - working at companies with large IT organizations utilizing ITIL best practices in complex, global deployments. Your experience should also include a successful track record in support management applying strong project and task-management abilities to meet your customer deliverables.  You are creative problem solver who has the ability to lead internal team in solving a customer issue.   

• 5-8+ years of project and large account management experience
• Experience dealing with technical end-users in support roles
• Strong Analysis and problem solving expertise
• Excellent communication skills with the ability to engage at the highest level with customers with ease and professionalism
• Keen ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
• Fundamental understanding of ITSM- nice to have
• Working knowledge or ITIL incident, problem and release management process and procedures- nice to have
• ServiceNow experience a plus
• Master’s Degree a plus

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.