GVP - Support Account Management

ServiceNow is seeking a dynamic visionary Group Vice President (GVP) Support Account Management (SAM) to lead and elevate our global Support Account Management organization as part of Customer Service and Support. ServiceNow Customer Service and Support provides services and support for all ServiceNow customers ranging from small to large enterprise customers managed service providers and internal customers on the ServiceNow AI platform. The Support team consists of customer service agents technical support engineers support account managers escalation managers and operations personnel distributed across the world.

We are looking for a transformative leader a strategic handson leader who thrives in complex fastevolving environments. You will be responsible for transforming and scaling the SAM function to deliver cuttingedge premium support experiences to our customers while helping shape the future of human/AI support delivery.

As SAM GVP you will work crossfunctionally with Customer Excellence Product Engineering and GotoMarket (GTM) teams to evolve our support offerings in a rapidly shifting AIenabled world. Youll ensure ServiceNow continues to deliver differentiated value to our enterprise customers through innovation operational rigor and a deeprooted ethos of hospitality excellence and innovation.

What You Get to Do in This Role

• Lead a global organization of Support Account Managers delivering premium whiteglove customer experiences to enterprise clients.
• Reimagine and evolve the SAM offering in partnership with Customer Excellence to continually evolve our premium support services.
• Build and execute a longterm vision and scalable operating model for SAM that aligns with ServiceNows growth trajectory and AI strategy.
• Drive sales pricing packaging and GTM strategies for SAM services working closely with crossfunctional stakeholders.
• Foster a culture of hospitality and customer advocacy ensuring SAM teams are trusted advisors who create longterm value.
• Champion the use of ServiceNow technology internally setting the example for how our platform enhances support delivery.
• Collaborate with Engineering Product and Operations to identify and implement innovative tools diagnostics analytics and portals.
• Drive operational excellence and continuous improvement through automation process optimization and AI integration.
• Develop and mentor highperforming leaders; promote diversity inclusion and belonging across the organization.
• Lead strategic initiatives and special projects that elevate the customer experience and improve business outcomes

Qualifications :

• 15 years of experience in customerfacing operational leadership roles within enterprise technology companies.
• Demonstrated bias for action and innovation leveraging AI automation and digital transformation experience integrating AI into support operations and leveraging AIdriven insights to improve service outcomes.
• Extensive experience partnering with Sales Pricing/Packaging GTM strategy and Customer Support or Customer Success.
• Passion for ServiceNows products culture and mission with the ability to inspire and lead with humility and hunger.
• Exceptional executive presence with excellent communication influence and stakeholder management skills; strategic and analytical thinking with exceptional executional discipline under pressure.
• A proven track record of transforming and scaling support or customer success organizations or offerings globally.
• Experiencebased understanding of SaaS enterprise software cloud infrastructure and support service delivery models.
• Experience integrating AI into support operations and leveraging AIdriven insights to improve service outcomes.
• A builders mindsetentrepreneurial innovative and relentless in the pursuit of excellence.
• Bachelors degree required; advanced degree (MBA etc.) is a plus.

For positions in this location we offer a base pay of $266700 $453500 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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