ServiceNow

Senior Support Account Manager

ServiceNow
Santa Clara, CA, USA
Full-TimeDepends on ExperienceMid-LevelBachelors
Job Description

Welcome to ServiceNow, we are a leading company in the technology industry, dedicated to transforming the way businesses operate. We are currently seeking a highly motivated and experienced Senior Support Account Manager to join our team and lead our support efforts for our valued clients. In this role, you will have the opportunity to work with top-tier clients and provide exceptional support and guidance to ensure their success. We are looking for a dynamic individual with strong communication skills, a customer-centric mindset, and a deep understanding of technology. If you are passionate about customer satisfaction and have the necessary qualifications, we would love to hear from you.

  1. Develop and maintain strong relationships with top-tier clients.
  2. Serve as the primary point of contact for all support inquiries and issues.
  3. Provide exceptional customer service and support to ensure client satisfaction.
  4. Proactively identify and address any potential issues or concerns raised by clients.
  5. Collaborate with cross-functional teams to resolve complex technical issues.
  6. Act as a subject matter expert on our products and services, providing guidance and recommendations to clients.
  7. Monitor and track client support requests to ensure timely and effective resolution.
  8. Create and maintain comprehensive documentation of client interactions and resolutions.
  9. Conduct regular check-ins and follow-ups with clients to ensure their ongoing success and satisfaction.
  10. Stay updated on industry trends and developments to provide informed support and insights to clients.
  11. Identify opportunities for upselling and cross-selling of our products and services to clients.
  12. Train and mentor junior support account managers, providing guidance and support as needed.
  13. Collaborate with the sales team to identify and pursue new business opportunities with existing clients.
  14. Represent the company in a professional and positive manner at all times.
  15. Continuously strive to improve and optimize the client support process to enhance overall satisfaction and retention.
Where is this job?
This job is located at Santa Clara, CA, USA
Job Qualifications

  • Extensive Experience In Customer Support: A Senior Support Account Manager At Servicenow Should Have A Minimum Of 5-7 Years Of Experience In Customer Support, Preferably In A Software Or Technology Company. This Experience Should Include Managing A Large Portfolio Of Clients And Providing Exceptional Customer Service.

  • Strong Technical Background: The Ideal Candidate Should Have A Strong Technical Background, With A Good Understanding Of Servicenow's Products And Solutions. They Should Also Have Experience With Troubleshooting And Resolving Technical Issues For Clients.

  • Excellent Communication And Interpersonal Skills: A Senior Support Account Manager Needs To Have Excellent Communication And Interpersonal Skills To Effectively Interact With Clients, Understand Their Needs, And Provide Timely And Accurate Support. They Should Also Be Able To Communicate Technical Information To Non-Technical Stakeholders.

  • Proven Project Management Skills: This Role Requires The Ability To Manage Multiple Projects Simultaneously, Prioritize Tasks, And Meet Deadlines Under Pressure. The Candidate Should Have A Track Record Of Successfully Managing Complex Projects And Delivering Results.

  • Team Management Experience: A Senior Support Account Manager Should Have Experience In Managing A Team Of Support Professionals And Fostering A Collaborative And Positive Team Culture. They Should Also Possess Strong Leadership Skills To Motivate And Develop Team Members To Achieve Their Full Potential.

Required Skills

  • Project Management

  • Account Management

  • Communication

  • Sales

  • Time Management

  • Negotiation

  • Analytical Thinking

  • Customer Relations

  • Team Leadership

  • Problem-Solving

  • Adaptability

  • Technical Proficiency

Soft Skills

  • Communication

  • Conflict Resolution

  • Emotional Intelligence

  • Leadership

  • Time management

  • creativity

  • Critical thinking

  • Teamwork

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Senior Support Account Manager in Santa Clara, CA, USA is $90,000 - $120,000 per year. This can vary depending on factors such as the size and industry of the company, the candidate's experience and qualifications, and the specific responsibilities of the role. Additionally, bonuses, commissions, and other benefits may also be included in the compensation package.

Additional Information
ServiceNow is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedMarch 13th, 2024
Apply BeforeAugust 19th, 2025
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About ServiceNow

ServiceNow is a Santa Clara, California-based software company that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.

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