Support Account Manager
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 were committed to creating a workplace where everyone feels valued and empowered to thrive. Were looking for team members who are collaborative thoughtful and driven to help customers succeed. Join our Support Account Management (SAM) Services team where youll play a key role in helping customers get the most out of ServiceNowwhile shaping the future of work.
As a Support Account Manager (SAM) youll build strong relationships with a select group of strategic customers serving as their trusted guide for supportrelated activities. Youll provide both proactive and responsive support helping customers address challenges and unlock opportunities.
Youll work closely with crossfunctional teams to ensure customer issues are clearly understood communicated and resolved efficientlyalways with a focus on delivering meaningful longterm 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 checkins 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.
Serve as an escalation point when critical businessimpacting issues arise helping to ensure quick resolution and strong customer support.
What Makes You a Great Fit:
You communicate effectively with people at all levels from technical teams to senior leadership.
You enjoy solving problems and bringing teams together to deliver solutions.
Youre comfortable working in fastpaced dynamic environmentsand know how to stay organized and focused.
You value collaboration diverse perspectives and continuous learning.
Qualifications :
What Will Help You Thrive in This Role
We recognize that talent comes in many formsand we value diverse experiences perspectives and learning paths. If you meet many (not necessarily all) of the qualifications below we encourage you to apply.
Were looking for someone who brings:
Curiosity and critical thinking about how artificial intelligence (AI) can be applied to realworld challengeswhether through using AIpowered tools automating workflows interpreting AIdriven insights or exploring AIs evolving role in your work or industry.
Strong communication skills both written and verbal with the ability to clearly convey complex ideas to different audiences.
Experience working with or supporting technical teams or navigating technical problemsolving in some capacity.
A foundational understanding of IT Service Management (ITSM) especially in enterprise or globally scaled environments.
Comfort engaging with people across different roles and levels including senior leaders.
Familiarity with ITIL processes such as incident problem and release managementor a willingness to learn.
The ability to prioritize tasks and adapt in fastpaced environments especially when managing global or timesensitive challenges.
A general understanding of cloud software environments and how different technologies connect and interact.
A collaborative growthoriented mindset and a willingness to learn and improve with your team.
Bonus (but not required):
Experience using or supporting the ServiceNow platform.
Familiarity with project management tools or practices.
Background in service delivery or account management roles.
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.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
