What you get to do in this role

ServiceNow is seeking highly motivated and professionals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• 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.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

Customer Assistant | Dan Murphy’s | Share your passion

Looking for an adventure? You’ll fit right in at Dan’s! As one of our spirited Customer Assistants, you’ll leave your mark on our customers, team and local community. With over 270 stores and 6500+ team members, we’re on a mission to share our passion for drinks and great times, just like our founder Daniel Francis Murphy did.

The ROLE:

• Leave your mark on our customers by providing memorable in store experiences which are centered around product discovery
• Increase your daily step count while stocking our shelves with the products that Dan’s is famous for
• Discover ways that you can bring our products to life through storytelling
• Adhere to responsible service of alcohol guidelines
• Importantly, be your authentic self.  Diversity is what makes our culture here at Dan’s

The YOU:

• YOU are passionate about people and creating memorable customer experiences
• YOU have the ability to work autonomously and in a team
• YOU have good availability to work across key customer hours
• YOU have a thirst for knowledge and feel excited to discover something new every day
• YOU want to join a business where you can dream big about your future and reach your potential

How we take care of our PEOPLE:

An exclusive discount card for Dan Murphy’s, BWS and other Endeavour Group brands including ALH pubs not to mention discounts from Woolworths and Big W. Endeavour Wellbeing Support, our Employee Assistance Program that offers critical incident support, career, conflict, nutrition and lifestyle, money, family, legal and employee assistance. Grow your career within Dan Murphy’s and the wider Endeavour Group network.

If drinks excite you - and you’re close-enough on the requirements, we’d love to hear from you!

Candidates will be required to complete a functional screening assessment as part of the recruitment process.

We are together creators
We’re big, but part of something much bigger. Dan Murphy’s is one of a number of brilliant retail businesses like BWS, ALH Hotels, Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to work. We’re all about creating a more sociable future - for our customers and each other.

#WeAreTogetherCreators #ComeAsYouAre #FeelTheEnergy #DreamBig #LeaveYourMark #DanMurphys #DrinkBetter #EndeavourGroup 

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.