An Account Manager is responsible for managing and growing relationships with clients who use the ServiceNow platform for their IT service management and business process automation needs. The primary goal of the Account Manager is to ensure client satisfaction, drive adoption, and identify opportunities for expansion and upselling within the existing client base.
Here is a job description for a ServiceNow Account Manager:
- Client Relationship Management: Build and maintain strong relationships with key clients who are using the ServiceNow platform. Understand their business goals, challenges, and objectives, and identify opportunities to align the ServiceNow solution with their needs.
- Account Growth and Expansion: Identify opportunities to expand the usage of the ServiceNow platform within the client organization. Upsell additional products, modules, or services to drive revenue growth. Collaborate with the sales team to develop account strategies and execute on them.
- Client Satisfaction and Success: Act as the primary point of contact for clients, ensuring their satisfaction with the ServiceNow platform and services. Proactively address any issues or concerns and work towards their resolution. Regularly conduct client meetings to review performance, address questions, and provide insights on how to maximize the value of ServiceNow.
- Product Knowledge and Expertise: Develop a deep understanding of the ServiceNow platform, its capabilities, and industry best practices. Stay up-to-date with new features, releases, and enhancements. Provide guidance and consultation to clients on how to leverage the platform effectively to meet their business objectives.
- Collaboration with Cross-functional Teams: Work closely with other teams within the organization, such as sales, customer success, and professional services, to ensure seamless delivery and support for clients. Collaborate with the technical teams to address technical issues, provide solutions, and drive continuous improvement.
- Contract Management: Manage contract renewals, negotiations, and pricing discussions with clients. Ensure timely renewals and accurate contract documentation. Work closely with legal and finance teams to ensure compliance with contractual obligations.
- Reporting and Analytics: Track and report on key performance indicators, such as client satisfaction, usage metrics, and revenue growth. Use data and analytics to identify trends, patterns, and areas for improvement. Provide regular reports and updates to internal stakeholders and clients.
