Senior Staff Support Account Manager

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, Cloud Computing, SaaSIndustries

Requirements

The candidate must be highly motivated and professional, comfortable presenting to all levels of management including C-level stakeholders, and possess the ability to understand and align ServiceNow applications, features, and benefits with customer needs.

Responsibilities

The Support Account Manager will deliver proactive and reactive services, acting as a central point of contact for all support-related activities for a select set of strategic customers. This role involves driving cross-functional teams to identify and resolve customer issues, using software management tools to proactively identify potential service degradation, and mitigating business impacting events. The SAM will also drive regular customer conference calls and meetings, provide timely updates on open cases, changes, problems, and projects, and facilitate summary status reports including monthly performance and quarterly service reviews.

Skills

Account Management

Customer Support

Client Relationship Management

Problem-Solving

Communication

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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