Support Account Manager - Federal

What you can expect from us:

hat 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 strong 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 this role youll 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 reviewing data and intelligence initiatives enabling better outcomes and long-term value for customers and ServiceNow alike. We strongly encourage applications from early in career professionals and others 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-informed insights to customers related to usage 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 how to work AI into work processes and AI-powered tools 
    Inquiring mindset with interest or experience in reviewing data 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 communication skills with a passion for building trust and long-lasting relationships with customers and internal organizations
    Effectively manages conflict to foster productive outcomes 
    Ability to coordinate tasks and responsibilities ensuring customer satisfaction through hospitality by executing with attention to detail accountability and a proactive mindset
    Ability to understand the customers planned activities projects events and anticipate their needs potential problems and possible outcomes 
    Ability to identify assess prioritize and mitigate risks to the short medium and long term to meet goals based on the customers planned activities
 
Nice to Have 
    Familiarity with ServiceNow or similar ITSM/digital workflow platforms
    Experience working with large-scale customer environments
    Knowledge of data visualization or reporting tools
    Project or program coordination experience

For positions in this location we offer a base pay of $102600 - $169300 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 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 :

Yes

Employment Type :

Full-time