Full-Time Senior Support Account Manager

• Competitive salary
• Supportive teams
• Real opportunity to progress

We provide resources to help you and your loved ones be well:

• Benefits plans and programs
• Mental health resources
• Family support resources
• Parental leave programs

Offerings:

• Global well-being days
• Flexible working culture
• Parental leave programs
• Childcare and caregiving benefits
• Learning experience platform
• Global, cross-functional mentoring program
• Team building activities
• Employee belonging groups
• Volunteering
• Community outreach programs

About the Role

ServiceNow is seeking a motivated, collaborative, and customer-focused professional to join our Support Account Management (SAM) Services team. In this role, you’ll 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.

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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