Staff Support Account Manager

What you can expect from us:

At ServiceNow we make work better for everyone including our 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 youll get to do in this role:

ServiceNow is seeking highly motivated service-minded professionals to join our Support Account Management (SAM) Services team and play a vital role in delivering world-class customer satisfaction. SAMs help ServiceNow transform the way people work.

As a SAM youll deliver both proactive and reactive services and act as a central point of contact for all support-related activities. Youll work as part of a highly skilled team supporting a select group of high-profile strategic customers while delivering exceptional service.

• Youll also be responsible for driving cross-functional teams to ensure that customer issues are clearly identified and resolved effectively.
• Present to all levels of management including executive stakeholders.
• Use the top software management tools to proactively identify and mitigate service issues that could impact customers.
• Deliver business value by aligning ServiceNow capabilities with customer needs.
• Manage regular customer calls and meetings to maintain open communication and share updates on cases changes and projects.
• Facilitate performance summaries and reviews (monthly and quarterly).
• Act as the liaison between customers and ServiceNow regarding updates patches and security requirements.
• Track and report on service level agreements (SLAs) including action plans for continuous improvement.
• Promote continuous improvement by reviewing trends and collaborating with internal teams to advocate for change.
• Review and prioritize open cases communicating aligned priorities to ServiceNow teams.
• Serve as an escalation point for critical customer-impacting issues.

Qualifications :

To succeed in this role were looking for someone who has:

• 5 years of experience in an adjacent role 
• Experience with integrating AI in work processes strategies or problem-solving (e.g. using AI-powered tools automating workflows or applying AI insights).
• Excellent communication skillsboth written and verbal.
• Experience working with technical support teams.
• A solid understanding of ITSM in enterprise and global environments.
• Comfort interacting across all levels of an organization.
• Familiarity with ITIL processes including incident problem and release management.
• Ability to work effectively under pressure in a fast-paced global environment.
• Broad technical knowledge in a cloud software environment.
• A growth-oriented collaborative mindset.

Nice to have:

• ServiceNow platform knowledge or experience
• Project Management capabilities and principles
• Service delivery account management experience

For positions in this location we offer a base pay of $124700 - $218300 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 where 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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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 :

No

Employment Type :

Full-time