Staff Support Account Mgr

Role & Responsibilities:

• Deliver proactive and reactive support services as a central contact for strategic customers, ensuring high-quality service and customer satisfaction.
• Drive cross-functional teams to resolve issues, manage SLA performance, and conduct regular customer meetings, service reviews, and status reports.
• Act as an escalation point for business-critical issues and facilitate communication regarding upgrades, patches, and security requirements.

Qualifications & Skills:

• Experience in leveraging AI for work processes, decision-making, or problem-solving, along with excellent written and oral communication skills.
• Fundamental understanding of ITSM in enterprise environments, ITIL processes, and the ability to interact with all levels of management, including C-Level stakeholders.
• Working knowledge of cloud software environments, a growth mindset, and the ability to work effectively in fast-paced, global settings with tight schedules.

Company Culture & Benefits:

• ServiceNow fosters a flexible, remote-friendly work culture with a focus on work-life balance, inclusivity, diversity, and team collaboration.
• Benefits include company-wide well-being days, parental leave programs, childcare support, a learning platform, tuition reimbursement, and global mentoring initiatives.
• The company provides comprehensive resources for mental health, family support, and community outreach, aiming to help employees and their loved ones be well.