Sandeep Singh

About Sandeep Singh

I am a seasoned support account manager with over 16 years of experience in the computer software industry, partnering with leading companies such as Adobe and Twilio. In my current role, I help customers maximize the value of the ServiceNow platform by proactively guiding them through challenges, addressing issues, and ensuring a seamless support experience.My core strengths include customer advocacy, issue resolution, problem analysis, and building strong, trust-based relationships. I work closely with customers to understand their business needs, provide tailored recommendations, and connect them with the right resources and best practices.I am passionate about empowering customers to succeed by driving process improvements, sharing insights, and acting as a strategic partner. With a proven track record of effective communication and influence across all organizational levels, I ensure customer feedback is represented to product and engineering teams for continuous improvement. Over the years, I have also been recognized with certifications and accolades for my expertise in customer engagement and innovative support practices.

Experience

1. Support Account Manager

   ServiceNow

   May 2024 — Present · Hyderabad, IN

   Conducted operational review calls with customers, delivery partners, and platform owners; facilitated monthly performance reviews and Quarterly Business Reviews (QBRs) to ensure alignment and transparency. • Utilized industry-leading service management tools to proactively detect and resolve potential service degradation, minimizing business impact for customers. • Led recurring customer meetings to communicate timely updates on incidents, changes, problems, and project milestones, fostering strong engagement and trust. • Monitored and reported performance against SLAs, implementing corrective action plans to consistently meet or exceed service delivery expectations. • Served as a key escalation point for critical customer issues, overseeing the implementation of mandatory upgrades, patches, and security compliance. • Partnered with internal stakeholders to identify trends, drive process improvements, and champion change through structured service and operational enhancements. • Built and maintained strong customer relationships by aligning ServiceNow solutions with business objectives and ensuring efficient, value-driven service delivery.

Education

• St. Soldier Management and Technical Institute, Jalandhar

  Bachelor of Computer Applications, Computer and Information Sciences and Support Services

  2004 — 2007

• Institute of Management Technology, Dubai

  PGDBM, Operations Management and Supervision

  2016 — 2018