Senior Support Account Mgr

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 organization, 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.

About the Role

ServiceNow is seeking a motivated, collaborative, and customer-focused professional to join our Support Account Management (SAM) Services team. In this role, you’ll work across a diverse portfolio of accounts, each with unique durations and business contexts. The SAM will be delivering both proactive and reactive support that drives customer success. This role also contributes to data analysis and intelligence initiatives, enabling

better decision-making and long-term value for customers and ServiceNow alike. We strongly encourage applications from early-in-career professionals and individuals returning to the workforce, including veterans and those re-entering the workforce.

Key Responsibilities

• Serve as a trusted advisor across a portfolio of strategic customers, ensuring satisfaction and value realization
• Deliver data-driven insights to customers, including usage analysis and proactive recommendations
• Coordinate regular engagement with stakeholders, including issue resolution, status updates, reporting and value discussions
• Collaborate with internal teams across technical support, engineering, peer groups and customer success to advocate for customer needs
• Contribute to internal and external data intelligence initiatives that improve service quality and business insights
• Work across accounts of varying size and duration, adapting to different goals and success criteria
• Act as an initial point of contact for the customer on impacting business critical issues

Qualifications

To be successful in this role, we need someone who has:

• Basic technical knowledge of Cloud Solutions and Software architecture

• Understanding of best practices in IT (ITIL, Project Management Techniques, Role Based Operations, etc.)

• Basic understanding of the working of AI into work processes and AI-powered tools

• Analytical mindset with interest or experience in analysis and reporting

• Adaptable and comfortable in a fast-paced working environment

• Self-starter with the ability to work with limited supervision

• Eager to learn, grow, and contribute to a team-oriented culture

• Strong interpersonal and communi