Support Account Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you can expect from us:

At ServiceNow, we make work better for everyone – including our own employees. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list:

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
• A global, cross-functional mentoring program.
• We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.

What You’ll Do in This Role

At ServiceNow, we’re committed to creating a workplace where everyone feels valued and empowered to thrive. We’re looking for team members who are collaborative, thoughtful, and driven to help customers succeed. Join our Support Account Management (SAM) Services team, where you’ll play a key role in helping customers get the most out of ServiceNow—while shaping the future of work.

As a Support Account Manager (SAM), you’ll build strong relationships with a select group of strategic customers, serving as their trusted guide for support-related activities. You’ll provide both proactive and responsive support, helping customers address challenges and unlock opportunities.

You’ll work closely with cross-functional teams to ensure customer issues are clearly understood, communicated, and resolved efficiently—always with a focus on delivering meaningful, long-term outcomes.

In This Role, You Will:

• Serve as the main point of contact for your customers’ support needs, helping them navigate challenges and maximize the value of their ServiceNow solutions.

• Use leading tools and practices to proactively identify and resolve service issues before they impact business outcomes.

• Build strong partnerships by understanding your customers’ goals and aligning ServiceNow capabilities to support their success.

• Facilitate regular check-ins and meetings with customers to share updates, address concerns, and ensure alignment across ongoing work.

• Prepare and present service performance reports, including monthly and quarterly business reviews.

• Help customers stay current by coordinating upgrades, patches, and security updates in partnership with ServiceNow teams.

• Monitor and report on service level agreements (SLAs), and collaborate with internal teams to drive continuous improvement when targets are not met.

• Identify patterns and trends to drive strategic improvements for customers and their environments.

• Coordinate with internal teams to prioritize and resolve open issues, ensuring timely and clear communication.