Senior Support Account Manager
Senior Support Account Manager
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1 Vacancy
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 forwardthinking 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 companywide designated global wellbeing 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 crossfunctional mentoring program.
- We also have team building activities various employee belonging groups volunteering and community outreach programs.
What Youll Do in This Role:
At ServiceNow we believe in creating an inclusive innovative environment where everyone can thrive. Were looking for team members who are motivated collaborative and dedicated to helping customers succeed. Join our Support Account Management (SAM) Services team and help us transform how people workwhile delivering exceptional customer experiences.
As a Support Account Manager (SAM) youll be the key connection between our customers and ServiceNows support teams. Youll provide both proactive and responsive support helping our customers achieve value and stability in their ServiceNow environments.
Youll work closely with a group of strategic customers and collaborate across teams to ensure challenges are addressed efficiently and effectively. Your communication organizational and problemsolving skills will help drive strong relationships and meaningful outcomes.
In this role you will:
Build trusted relationships with customers by being a reliable and proactive point of contact for supportrelated matters.
Use monitoring tools to identify potential issues early and help reduce business impact for customers.
Understand customer goals and challenges and connect them with relevant ServiceNow capabilities to deliver solutions that add value.
Lead regular checkins conference calls and meetings to keep communication open and ensure alignment on progress updates and needs.
Provide clear concise reports on service performance including monthly and quarterly reviews.
Help coordinate upgrades patches and security updates to ensure a smooth experience for our customers.
Track and report on service level agreements (SLAs) and where necessary lead action plans to ensure continuous improvement.
Collaborate with customers and internal teams to identify patterns propose solutions and drive positive changes in customer environments.
Prioritize and escalate critical issues effectively to reduce impact and drive fast resolution.
Who You Are:
A strong communicator whos comfortable engaging with a range of stakeholders including executive leadership.
Someone who thrives in a teamoriented environment and values diverse perspectives and ideas.
Organized and proactive with a commitment to customer success and a passion for solving problems.
Experienced in managing complex customer relationships and facilitating crossfunctional collaboration.
Qualifications :
What Will Help You Succeed in This Role:
Were looking for a curious adaptable individual who values collaboration and continuous learning. If you meet several (not necessarily all) of the qualifications below we encourage you to apply.
Wed love to see:
Experience thinking critically about how to use AI in realworld work settingsthis could include using AIpowered tools automating tasks analyzing insights or exploring how AI might shape your role team or industry.
Strong communication skills both written and verbal and the ability to explain complex ideas clearly to a range of audiences.
Experience working with or alongside technical support teams or navigating technical environments.
An understanding of IT Service Management (ITSM) in enterprise or largescale environments.
Comfort interacting with individuals across different levels of an organization including leadership.
Familiarity with ITIL practicesespecially incident problem and release management.
The ability to manage multiple priorities and work effectively under time constraints in a dynamic global setting.
A general understanding of cloudbased software and related technologies.
A mindset that values growth shared success and working with others to solve problems.
Bonus (but not required):
Experience with the ServiceNow platform.
Familiarity with project management tools or principles.
Prior experience in service delivery or account management.
For positions in this location we offer a base pay of $112200 $196400 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
