Senior Support Account Mgr

Position Overview

ServiceNow, a global market leader founded in sunny San Diego in 2004 by Fred Luddy, transforms work with its innovative AI-enhanced, intelligent cloud-based platform that connects people, systems, and processes. As a Support Account Manager on our SAM Services team, you will deliver proactive and reactive support, provide data-driven insights, and drive customer success while working with a diverse portfolio of strategic customers. Our inclusive culture champions belonging, sustainability, and diversity, and we encourage early-in-career professionals and those returning to the workforce to apply.

Key Responsibilities

• Serve as a trusted advisor across a portfolio of strategic customers, ensuring satisfaction and value realization.
• Deliver data-driven insights, including usage analysis and proactive recommendations.
• Coordinate regular engagement with stakeholders through issue resolution, status updates, reporting, and value discussions.
• Collaborate with technical support, engineering, and customer success teams to advocate for customer needs.
• Contribute to internal and external data intelligence initiatives to enhance service quality and business insights.
• Adapt to varying account sizes and durations, tailoring approaches to different customer goals.
• Act as the initial point of contact for customers on critical business issues.

Required Qualifications

• 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 AI integration in work processes and AI-powered tools.
• Analytical mindset with interest or experience in analysis and reporting.
• Adaptability and comfort in a fast-paced working environment.
• Self-starter with the ability to work with limited supervision.
• Eagerness 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.
• Ability to effectively manage conflict and foster productive outcomes.
• Proficiency in coordinating tasks and ensuring customer satisfaction through attention to detail and accountability.
• Capacity to understand the customer's planned activities and anticipate needs and potential challenges.
• Ability to identify, assess, prioritize, and mitigate risks to meet both short- and long-term objectives.

Preferred Qualifications

• 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.

Benefits & Perks

• Competitive Salary with ample opportunities for career progression.
• Company-wide designated global well-being days to spend quality personal time.
• Flexible working culture that supports work-life balance.
• Comprehensive parental leave programs.
• Childcare and caregiving benefits.
• Access to a learning experience platform along with tuition reimbursement.
• Participation in a global, cross-functional mentoring program.
• Team building activities, employee belonging groups, volunteering, and community outreach programs.