Total 4 relationship manager job vacancies in Melbourne

ServiceNow is seeking highly motivated and professional individuals 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.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• 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

• Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.
• Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills.
• Support and inspire the team to deliver an incredible customer support experience.
• Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service.
• Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others.
• Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.
• Advocate for critical customer issues as a critical escalation point.
• Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program.
• Work with internal teams to continue elevating the Support Account Management Brand internally.
• Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives.

Team 

Serving public sector and other customers with regulatory needs is an integral part of ServiceNow’s business and future growth trajectory. ServiceNow is a leading provider of digital workflows for many federal, state, and local government agencies in Australia. To help these organizations successfully fulfill their missions and deliver better experiences to citizens and constituents, ServiceNow provides specialized cloud environments that meet and exceed data and security regulations and policies of our customers. 

Role

In this role, you will be responsible for the success of Australian and New Zealand customers with regulatory and enhanced data security needs. You will work directly with these customers, industry partners, and internal teams to understand their pain points and grow the business. You will own the P&L for our ServiceNow Protected Platform – Australia (SPP-AU), our local regulated cloud for ANZ. As the owner of this environment, you will develop the product strategy, stay abreast of changing government regulations around data, cybersecurity and AI and maintain the product roadmap. In addition, you will directly influence the roadmap of the ServiceNow Platform and suite of SaaS applications to better serve this specialized segment of customers.

Reporting to Product Lead – Emerging Markets, Regulated Markets & Public Sector Industry, you will be a key member of a team that drives the growth of ServiceNow’s public sector business.

What you get to do in this role

• Understand the unique needs and pain points of ANZ Public Sector and other regulated customers
• Be an evangelist on our cloud offerings in ANZ, conducting discovery, collecting customer feedback, understanding common asks and prioritizing needs across the ServiceNow portfolio
• Influence and coordinate across sales, legal, security, marketing, FP&A and other product managers to deliver the best experience for ANZ regulated customers
• Define and execute product strategy and roadmap for the SPP-AU environment
• Drive P&L accountability for the SPP-AU environment
• Support monitoring competitive intelligence as input into product strategy
• Serve as a subject matter expert and central point of contact for company-wide programs relevant to SPP-AU

What you get to do in this role:

• Be accountable, manage and lead the ITSM business in the east while also being a key member of the ITSM practice leadership team
• Develop your team and people including coaching, mentoring and specialty skill development for all roles
• Manage and predictably deliver against traditional Professional Services business measurements (e.g. utilization) and proactively drive actions to help ensure future attainment of these measures is possible
• Be the Subject Matter Expert on ITSM best practices and advise customers, employees and partner people
• Drive the continuous improvements of your business, our methodology and service offerings based on field experiences and needs
• Identify areas of ITSM process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks
• Be accountable to ensure customer engagements that are under your or teams span of control are complete, consistent, high quality, on time and deliver valued outcomes
• Be an active participant, contributor and thought leader in Communities of Excellence for this specialization
• Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM Services portfolio, capabilities, expertise, best practices and solutions