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Job ID : 1128543 Date Updated : April 8th, 2021
シニアサポートアカウントマネージャー(東京)

Senior Support Account Manager 【Tokyo, Japan】

Hiring Company ServiceNow Japan G.K.
Location Tokyo - 23 Wards, Minato-ku
Job Type Permanent Full-time
Salary Negotiable, based on experience

Job Description

Senior Support Account Manager 

About Us:

ServiceNow is changing the way people work. 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. 

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. 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.

Role:

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 effectively.   

As a SAM, you will be responsible for a defined territory of accounts providing a high-touch support experience to our largest and more strategic customers.  The SAM will be delivering both proactive and reactive services and act as a central point of contact for support related requests.  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.     

What you get to do in this role:  

  • 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’s 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

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Native
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills

In order to be successful in this role, we need someone who has:

The successful candidate MUST be a Japanese citizen.  You should 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.   

  • Demonstrate analysis and problem-solving expertise
  • Excellent written and oral communication skills
  • Project and large account management experience
  • Fundamental understanding of ITSM in large organizations
  • Experience in transferring knowledge to others
  • Comfortable interacting with all levels of management
  • Working knowledge or ITIL incident, problem and release management process and procedures
  • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
  • Experience dealing with technical end-users in support roles

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.


ServiceNow is an equal opportunity employer, committed to building a diverse and inclusive company where employees feel that they belong.

This means that individuals seeking employment at ServiceNow are considered without regard to race, colour, religion or belief, sex, sexual orientation, gender identity, pregnancy, national original, age, disability, or any other characteristic protected by law.
If you are an individual with a disability which is likely to affect you during any part of the application process, you may contact us at [talent.acquisition@servicenow.com] so that we can consider whether we can make any adjustments to the process.

Job Location

  • Tokyo - 23 Wards, Minato-ku
  • Ginza Line, Akasaka Mitsuke Station

Work conditions

Job Type Permanent Full-time
Salary Negotiable, based on experience
Job Division Sales
Hiring Company Information

ServiceNow Japan G.K.

Senior Support Account Manager 【Tokyo, Japan】 - 1128543

Company Description

当社は、テクノロジーによって業務における複雑さを軽減できると考えています。
最新のデジタルワークフローを使って人々により良い働き方を提供します。

ServiceNowはサービス要求側とサービス提供側の間にあるメール・電話・スプレッドシートなどを用いた非効率なやりとりをワークフローとオートメーションで置き換え、常に組織が速いスピードで業務を遂行できる仕組みを実現します。
堅牢かつスケーラブルなエンタープライズクラウドプラットフォームと組織内のすべての情報が集約されたシングルデータベースアーキテクチャによって、生産性とサービスレベルを大幅に向上させ、厳しいビジネス要件に耐えながら短期間で競合優位性を高める組織能力の実現を支援します。

【事業内容】
当社は旧式の手作業の方法を最新のデジタルワークフローを変革します。
従業員やお客様は、必要なものを必要な時に素早く、シンプルで簡単に取得することができます。

【サービス内容】

  • エキスパートサービス
    多くの価値を迅速に提供するためのエキスパートによる実装、最適化、アップグレード。
  • サービスの成功とサポート
    信頼できるアドバイザーとともに全体の過程を信じて組織的なアプローチを実施。
  • トレーニングを認定制度
    自分のペースで進める、バーチャル形式、または対面トレーニングで専門知識とROIを向上。
  • テクニカルサポート
    情報とプロフェッショナルに24時間365日アクセスして、サポートを受けて問題を解決。
  • カスタマーサクセスセンター
    セルフサービスツール、コンテンツ、リソースで成果が上がるまでの時間を短縮。