Stephanie Thompson-Simmons

Sr Support Account Manager @ServiceNow

Understand customer business strategies, challenges and IT landscape to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs • Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations • Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings and managing special projects to meet customer and cross-functional team needs when applicable • 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 • Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result • Act as an escalation point and advocate for critical customer issues. • Understand and explain ServiceNow application, features and benefits as it relates to customer needs