Federal Support Account Manager

Job Description

Support Account Manager, Federal

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

This position requires thePublic 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.


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!


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 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

As a Federal 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.

* 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
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.
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