Staff Support Account Manager

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organisations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you can expect from us
At ServiceNow, we make work better for everyone - including our own employees. We know that best work happens when our employees live their best life and share their 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 competitive salary, supportive teams, and a real opportunity to progress in career with a forward-thinking organisation , employees have access to global well-being days, parental and caregiving benefits, learning and tuition support, mentoring, and community programs. Benefits here for a full list
What you get to do in this role
ServiceNow's Support Account Management (SAM) team delivers proactive and reactive support services to a portfolio of high-profile, strategic customers.
Acting as a central point of contact, SAM drives incident and problem resolution by coordinating cross-functional teams to ensure timely, effective outcomes.
SAM serves as a customer advocate, providing regular service reviews, operational summaries and updates , and drive communication on high-priority issues to ensure world-class customer satisfaction.

• Confidently present to stakeholders at all levels, including C-suite executives
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs
• Serve as the primary customer liaison and escalation point for business-critical issues
• Lead regular service reviews and executive updates, ensuring clear communication on incidents, changes, and performance with reference to mandatory upgrades, patches, and security requirements
• Manage and report on SLA performance, driving corrective action and continual service improvement
• Proactively identify and mitigate service risks using industry-leading management tools and trend analysis
• Align ServiceNow solutions to customer business needs, delivering measurable value
• Coordinate cross-functional teams to ensure timely resolution of cases, problems, and changes

Qualifications
To be successful in this role, we need someone who has

• Experience in high-tech environments, specialising in ITSM within large, global IT organisations leveraging ITIL best practices in complex and global deployments
• Proven track record in services and support management, applying strong project leadership and creative problem-solving to deliver customer outcomes and resolve complex issues
• 10+ yrs of experience with 5+ years of customer-facing experience
• Experience in leveraging or critical thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Advanced analysis and problem-solving skills
• Experience dealing with technical support teams
• Working knowledge of ITIL incident, problem and release management process and procedures.
• Willingness to provide support outside standard business hours, including weekends, as required
• Excellent written and oral communication skills
• Growth and collaborative mindset

Desirable skills and experience

• ServiceNow platform knowledge or experience
• Project Management capabilities and principles
• Service delivery account management experience

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 law. In 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 [email protected] 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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