シニアサポートアカウントマネージャー/ Sr. Support Account Manager

An international cloud software company is looking for a Senior Support Account Manager. The selected candidate will manage strategic customer accounts, delivering proactive and reactive support while driving cross-functional collaboration to ensure world-class customer satisfaction.

Responsibilities:

• Act as the central point of contact for all support-related activities
• Deliver business value by aligning ServiceNow applications, features, and benefits to customer needs
• Drive regular customer meetings and conference calls to provide timely updates on open cases, changes, problems, and projects
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews
• Manage and report on SLA performance, overseeing action plans to meet or exceed commitments
• Act as an escalation point for business-critical customer issues
• Use industry-leading software tools to proactively identify and resolve service-impacting events
• Drive continual improvement through trend analysis and partnership with internal account teams

Requirements:

• More than 7 years of relevant experience
• Experience with technical support teams
• Fundamental understanding of ITSM in enterprise environments and global deployments
• Working knowledge of ITIL incident, problem, and release management processes
• Broad technical understanding in a cloud software environment
• Experience leveraging AI tools or integrating AI into work processes
• Native level Japanese; professional level English

Preferred requirements:

• ServiceNow platform knowledge or experience
• Project management capabilities and principles
• Service delivery account management experience

About the Company:

A leading provider of cloud-based digital workflow solutions, this company empowers businesses to streamline operations and enhance productivity across industries. Renowned for innovation and career growth opportunities, it attracts ambitious job hunters seeking a dynamic and technology-driven work environment.

Keywords:

シニアサポートアカウントマネージャー, 顧客サポート, クラウドソフトウェア, AI活用, サービス管理, SLA管理, 求人, 外資系

Job Ref: F7J7JV