We're Hiring | Technical Account Manager Service-now.com

IE BUMPER

We're Hiring | Technical Account Manager

Service-now.com is a rapidly growing software company on a mission. We seek to dominate the market and while enjoying tremendous success, we push ourselves to exceed our customers' expectations and deliver a complete solution that includes the most innovative and visionary software in the industry combined with unparalleled service excellence. We are seeking a highly motivated and professional individual to join our team and play a critical role in our delivering world-class customer satisfaction. In the role of Technical Account Manager, you will be a member of a highly skilled team. The TAM will deliver a high-touch and personalized technical, operational and relationship management to assigned accounts. Technical Account Manager will assist customers to resolve technical issues with their Service-now.com solutions, drive cross functional team activity to ensure our customer issues are managed in a timely manner, being the customer advocate for assigned accounts.

Responsibilities

• Develop deep relationships within the account from C-level executive sponsors to front line administrators building credibility through action and responsiveness resulting in total confidence that no matter what the issue, you are their "go to" champion.
• Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and ongoing projects.
• Partner with Professional Services and the customer during the final stages of implementation to ensure a seamless transition to post implementation support.
• Communicate coordinate all internal Service-now.com stakeholders providing key deployment dates, milestones, and rollout plans to ensure strategic "go-live" events are well planned and executed.
• Manage, document and report the attainment of 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 Service-now teams to ensure a timely customer satisfying result.
• Promote customer participation or creation of local user groups and help build a broader community of loyal advocates that share their experiences and together identify ways to achieve greater success with their implementations.
• Stay abreast of all strategic initiatives within the customer account, helping to promote the most effective deployment of the product to solve identified business challenges.
• Partner with sales and provide insight and key information on the accounts strategic direction and future plans that may provide opportunities for expanding the number of users or the adoption of new products and services.
• Ensure the executive sponsor is looked to as a hero within the company for choosing Sevice-now.com by helping to identify and report on measurable results that prove the efficiencies gained and business challenges overcome utilizing our solutions.
• Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support helping the customer become more self-sufficient.
• Keep the customer informed of the content and new functionality contained in upcoming software releases by developing a roadmap for successful adoption of the latest enhancements to the product.
• Measure and report on total customer satisfaction by meeting with key stakeholders within the company to understand challenges they face and where required create detailed service improvement plans with measurable goals.
• Engage with the customer and help them overcome business challenges by promoting the use of ITIL "best practices" that achieve measurable results.
• During critical situations serve as the escalation SPOC (single point of contact) maintaining customer communications and providing frequent updates during the incident. Coordinate post mortem meetings and facilitate the delivery of the formal RCA (root cause analysis) for all issues affecting production.
• In addition to assigned accounts, there will be situations where temporary accounts will be assigned that require the immediate attention, focus and oversight of a TAM to address a critical issue or major deployment.
• Some travel may be required.

Required Experience

• Experience interfacing and presenting to C-level executive teams.
• Strong organizational and analytical skills.
• Excellent written and oral communication skills.
• Project and large account management experience.
• Previous escalation experience with strong problem solving skills.
• Excellent customer service and interpersonal skills.
• A fundamental understanding of ITSM in large organizations.
• Working knowledge of ITIL incident, problem and release management process and procedures.
• Must be a team player with excellent collaborative skills.
• Ability to effectively work with tight schedules and a fast paced environment to minimize problem impact on the customer.
• Strong personal commitment to earning customer satisfaction by "doing"
• Experience dealing with technical end-users in a support role.
• Familiarity with SaaS deployments and supporting architecture.
• Understanding of web technologies (HTML, CSS, JavaScript).
• Familiarity with databases (MySQL, Oracle, DB2) and operating systems (Linux, UNIX)

Preferred Technical Skills

• Familiarity with programming (JavaScript) a plus.
• Working knowledge of Active Directory, LDAP a plus.
• AJAX, CSS, XML experience a plus.
• Experience with web services via API's a plus.

The successful candidate will also possess the intellectual curiosity for knowing why things happen the way they do and the drive to continually evaluate and seek improvement for existing processes. We are seeking a fast learner able to come up to speed rapidly on new technologies with an unrelenting personal commitment to earn total customer satisfaction by consistently meeting and exceeding customer expectations at all levels.

Related Work Experience

Your background should include 8+ years experience in the high tech environment, preferably in the ITSM area. Having experience working at companies with large IT organizations utilizing ITIL best practices in complex, global deployments. Your experience should also include a successful track record of multi-tasking several projects and working as part of a cross-functional team with experience in a matrix managed environment.

Education

Bachelor's degree or related experience is required. PMP certifications considered a plus.

Work Environment

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. 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. We provide competitive compensation, generous benefits, a professional yet relaxed atmosphere.

Submit all resumes to: resumes@service-now.com
IE BUMPER

Location:	San Diego, CA United States