Full-Time Senior Support Account Manager

ServiceNow is seeking a motivated, collaborative, and customer-focused professional to join our Support Account Management (SAM) Services team. The SAM will be delivering both proactive and reactive support that drives customer success. This role also contributes to data analysis and intelligence initiatives, enabling better decision-making and long-term value for customers and ServiceNow alike.

Key Responsibilities:

• Serve as a trusted advisor across a portfolio of strategic customers, ensuring satisfaction and value realization
• Deliver data-driven insights to customers, including usage analysis 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

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 the working of AI into work processes and AI-powered tools
• Analytical mindset with interest or experience in analysis 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 both customer and internal organization
• 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 customer's planned activities, projects and events and anticipating their needs, potential problems and possible outcomes
• Ability to identify, assess, prioritize, and mitigate risks to the short, medium and long term, to meet objectives based on the customer 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

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