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 organizations 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 What you can expect from us At ServiceNow we make work better for everyone - including our own employees We know that your best work happens when you live your best life and share your 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 your career with a forward-thinking organisation we provide resources to help you and your loved ones be well From benefits plans and programs to mental health resources that offer coaching and 24 7 support to family support resources and parental leave programs - we want to help you take care of yourself and your loved ones Below is a glimpse into even more of our offerings or Along with holidays we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most Flexible working culture to support the balance you need in both work and life Parental leave programs Childcare and caregiving benefits A learning experience platform built using our own technology to support your learning and development goals as well as a tuition reimbursement program A global cross-functional mentoring program We also have team building activities various employee belonging groups volunteering and community outreach programs What you get to do in this role ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management SAM Services team and play a critical role in delivering world-class customer satisfaction as SAMs help ServiceNow change the way people work The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities You will be a member of a highly skilled team focused on a select set of high profile strategic customers whilst delivering a high-quality service Additionally you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively Comfortable presenting to all levels of management including C-Level stakeholders Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and or resolve business impacting events for customers Deliver business value and solutions by understanding and aligning ServiceNow applications features and benefits as it relates to our customer needs Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases changes problems and on-going projects Facilitate summary status reports including monthly performance reviews and quarterly service reviews Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades patches and security requirements Manage document and report on performance against service level agreements SLA s and where SLA s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change Review open cases problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution Act as an escalation point for customer impacting business critical issues Qualifications To be successful in this role we need someone who has Experience in leveraging or critically 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 10-12 yrs of experience with 2 years of customer-facing experience Flexible and ready to work in India early morning or late evening shifts to present on handover calls with the incoming and outgoing regions Ready to work on weekends Prior ServiceNow implementation knowledge and ServiceNow certifications would be an added advantage Excellent written and oral communication skills Experience dealing with technical support teams Fundamental understanding of ITSM in enterprise environments and global deployments Comfortable interacting with all levels of management Working knowledge of ITIL incident problem and release management process and procedures Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model Broad technical understanding in a cloud software environment Growth collaborative mindset Nice to have 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 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 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 From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license