Senior Support Account Manager, ServiceNow

• A strong communicator who’s comfortable engaging with a range of stakeholders, including executive leadership
• Someone who thrives in a team-oriented environment and values diverse perspectives and ideas
• Organized and proactive, with a commitment to customer success and a passion for solving problems
• Experienced in managing complex customer relationships and facilitating cross-functional collaboration
• We’re looking for a curious, adaptable individual who values collaboration and continuous learning
• Experience thinking critically about how to use AI in real-world work settings—this could include using AI-powered tools, automating tasks, analyzing insights, or exploring how AI might shape your role, team, or industry
• Strong communication skills, both written and verbal, and the ability to explain complex ideas clearly to a range of audiences
• Experience working with or alongside technical support teams, or navigating technical environments
• An understanding of IT Service Management (ITSM) in enterprise or large-scale environments
• Comfort interacting with individuals across different levels of an organization, including leadership
• Familiarity with ITIL practices—especially incident, problem, and release management
• The ability to manage multiple priorities and work effectively under time constraints in a dynamic, global setting
• A general understanding of cloud-based software and related technologies
• A mindset that values growth, shared success, and working with others to solve problems

Desirable

• We’re looking for team members who are motivated, collaborative, and dedicated to helping customers succeed. Join our Support Account Management (SAM) Services team and help us transform how people work—while delivering exceptional customer experiences
• As a Support Account Manager (SAM), you’ll be the key connection between our customers and ServiceNow’s support teams. You’ll provide both proactive and responsive support, helping our customers achieve value and stability in their ServiceNow environments
• You’ll work closely with a group of strategic customers and collaborate across teams to ensure challenges are addressed efficiently and effectively. Your communication, organizational, and problem-solving skills will help drive strong relationships and meaningful outcomes
• Build trusted relationships with customers by being a reliable and proactive point of contact for support-related matters
• Use monitoring tools to identify potential issues early and help reduce business impact for customers
• Understand customer goals and challenges and connect them with relevant ServiceNow capabilities to deliver solutions that add value
• Lead regular check-ins, conference calls, and meetings to keep communication open and ensure alignment on progress, updates, and needs
• Provide clear, concise reports on service performance, including monthly and quarterly reviews
• Help coordinate upgrades, patches, and security updates to ensure a smooth experience for our customers
• Track and report on service level agreements (SLAs), and where necessary, lead action plans to ensure continuous improvement
• Collaborate with customers and internal teams to identify patterns, propose solutions, and drive positive changes in customer environments
• Prioritize and escalate critical issues effectively to reduce impact and drive fast resolution