Support Account Manager, ServiceNow

• We strongly encourage applications from early in career professionals and others returning to the workforce, including veterans and those re-entering the workforce
• 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 customer's 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

Desirable

• 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
• This role also contributes to reviewing data and intelligence initiatives, enabling better outcomes and long-term value for customers and ServiceNow alike
• You'll 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