* 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.

Skilled in Now Platform performance, ServiceNow resources and support/escalation processes.Proactive and reactive support on the Now Platform and infrastructure.Standard Activities:* Bi-weekly operational reviews* Monthly performance reviews* Quarterly support reviews* Case Management and escalations* Problem management and reporting* Change management and reporting* Upgrade/patching planning and oversight

Responsible for offering best practices and managing the technical aspects of maintaining customers environment. The CSM bridges the gap between operations and customer’s technical team, and responsible for resolution of customers technical requests. CSM serve as the customer’s trusted technical advisor.Technical Responsibilities:• Critical Issue troubleshooting – handle all escalation from operational team• Manage key technical activities for assigned customers (e.g., patching, health checks, on boarding, tool research and adoption)• Perform regular trend analysis of service incidents• Support database upgrades• Proactive Performance Tuning • Best Practices: creating checklist and verify SOPs • Health check of all layers of application and database• HA testing\Fixing• Cloud Implementations• Capacity Planning• Backup and Recovery Testing • Manage DR setup and testing exercise Churn Management:• Influence customer lifetime value through higher product adoption, customer satisfaction & overall health scores• Drive positive outcomes for customers• Assist in scoping Professional Services Work • Participate in weekly customer meetings• Define, optimize, and lengthen the end user lifecycle for our customers• Develop a standard scope of services document for Managed Services• Identify opportunities for improvement in DI products, services and processes• Application 3rd Party tools recommendationsGeneral & Administrative:• Maintenance and Migration Activity Planning (Before transferring to Operations)• Internal training on new features• Communicate regular updates to customers• Proactively keeping customer informed with all vendor (Oracle/Microsoft) communication serving as customer advocate• Create ServiceNow Knowledge Base• Utilize dashboards and analytics to provide our customers with key program metrics and scorecards• Foster customer-focused teamwork among all functions at Data Intensity

Provide Technical Support for new Oracle Fusion Applications. Specialization with Procurement Products: Purchasing, Requisitions, Self Service Procurement, Sourcing, Supplier Portal and Supplier Model. Continue Interaction with Development for new functionality. Create Knowledge Content, contribute in development of Oracle Diagnostics for Fusion Applications.