About the Role: Support Account Manager/Technical Account Manager at ServiceNow

ServiceNow is seeking highly motivated professionals to join our Support Account Management (SAM) Services team in Gurgaon. As a SAM, you will play a critical role in delivering world-class customer satisfaction and helping us transform how people work. This role involves providing both proactive and reactive services, acting as the primary point of contact for all support-related activities for a select group of high-profile, strategic customers.

Key Responsibilities:

• Drive customer satisfaction by delivering exceptional support services.
• Act as a central point of contact for all customer support needs.
• Manage and resolve customer issues by coordinating with cross-functional teams.
• Present to all levels of management, including C-Level stakeholders.
• Utilize industry-leading software management tools to proactively identify and mitigate potential service degradations.
• Align ServiceNow applications, features, and benefits with customer needs to deliver business value.
• Conduct regular customer conference calls and meetings to provide timely updates on cases, changes, and projects.
• Facilitate summary status reports, including monthly performance and quarterly service reviews.
• Serve as the liaison between customers and ServiceNow for mandatory upgrades, patches, and security requirements.
• Manage, document, and report on performance against Service Level Agreements (SLAs), developing action plans to meet and exceed commitments.
• Drive continuous improvement for customers through trend analysis and collaboration with internal account teams.
• Review open cases, problems, and changes, communicating priorities to ServiceNow teams for timely resolution.
• Act as an escalation point for critical customer-impacting issues.

What We Offer:

• A competitive salary and a supportive team environment.
• Real opportunities for career progression within a forward-thinking organization.
• Comprehensive benefits plans, including mental health resources, coaching, and 24/7 support.
• Family support resources and parental leave programs.
• Company-wide designated global well-being days.
• A flexible working culture to promote work-life balance.
• A learning experience platform and tuition reimbursement program.
• A global, cross-functional mentoring program.
• Team building activities, employee belonging groups, volunteering, and community outreach.

Qualifications:

• Experience integrating AI into work processes, decision-making, or problem-solving.
• 10-12 years of experience, with at least 2 years in a customer-facing role.
• Flexibility to work India early morning or late evening shifts for handover calls.
• Availability to work on weekends.
• Prior ServiceNow implementation knowledge and certifications are a plus.
• Excellent written and oral communication skills.
• Experience working with technical support teams.
• Fundamental understanding of ITSM in enterprise environments and global deployments.
• Comfort interacting with all levels of management.
• Working knowledge of ITIL incident, problem, and release management processes.
• Ability to work effectively under tight schedules in a fast-paced global environment.
• Broad technical understanding in a cloud software environment.
• Growth and collaborative mindset.

Nice to Have:

• ServiceNow platform knowledge or experience.
• Project Management capabilities and principles.
• Service delivery account management experience.

We encourage applications from candidates of all backgrounds, including those with non-traditional career paths. Your unique experiences and willingness to dream big make you an exceptional candidate!