GVP - Support Account Management

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.
Job Description
ServiceNow is seeking a dynamic, visionary Group Vice President (GVP), Support Account Management (SAM) to lead and elevate our global Support Account Management organization as part of Customer Service and Support. ServiceNow Customer Service and Support provides services and support for all ServiceNow customers ranging from small to large enterprise customers, managed service providers and internal customers on the ServiceNow AI platform. The Support team consists of customer service agents, technical support engineers, support account managers, escalation managers and operations personnel distributed across the world.
We are looking for a transformative leader - a strategic, hands-on leader who thrives in complex, fast-evolving environments. You will be responsible for transforming and scaling the SAM function to deliver cutting-edge, premium support experiences to our customers, while helping shape the future of human/AI support delivery.
As SAM GVP, you will work cross-functionally with Customer Excellence, Product, Engineering, and Go-to-Market (GTM) teams to evolve our support offerings in a rapidly shifting AI-enabled world. You'll ensure ServiceNow continues to deliver differentiated value to our enterprise customers through innovation, operational rigor, and a deep-rooted ethos of hospitality, excellence, and innovation.
What You Get to Do in This Role

• Lead a global organization of Support Account Managers delivering premium, white-glove customer experiences to enterprise clients.
• Reimagine and evolve the SAM offering in partnership with Customer Excellence to continually evolve our premium support services.
• Build and execute a long-term vision and scalable operating model for SAM that aligns with ServiceNow's growth trajectory and AI strategy.
• Drive sales, pricing, packaging, and GTM strategies for SAM services, working closely with cross-functional stakeholders.
• Foster a culture of hospitality and customer advocacy, ensuring SAM teams are trusted advisors who create long-term value.
• Champion the use of ServiceNow technology internally, setting the example for how our platform enhances support delivery.
• Collaborate with Engineering, Product, and Operations to identify and implement innovative tools, diagnostics, analytics, and portals.
• Drive operational excellence and continuous improvement through automation, process optimization, and AI integration.
• Develop and mentor high-performing leaders; promote diversity, inclusion, and belonging across the organization.
• Lead strategic initiatives and special projects that elevate the customer experience and improve business outcomes

Qualifications

• 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.
• 15+ years of experience in customer-facing operational leadership roles within enterprise technology companies.
• Demonstrated bias for action and innovation leveraging AI, automation, and digital transformation, experience integrating AI into support operations and leveraging AI-driven insights to improve service outcomes.
• Extensive experience partnering with Sales, Pricing/Packaging, GTM strategy, and Customer Support or Customer Success.
• Passion for ServiceNow's products, culture, and mission, with the ability to inspire and lead with humility and hunger.
• Exceptional executive presence with excellent communication, influence, and stakeholder management skills; strategic and analytical thinking with exceptional executional discipline under pressure.
• A proven track record of transforming and scaling support or customer success organizations or offerings globally.
• Experience-based understanding of SaaS, enterprise software, cloud infrastructure, and support service delivery models.
• Experience integrating AI into support operations and leveraging AI-driven insights to improve service outcomes.
• A builder's mindset-entrepreneurial, innovative, and relentless in the pursuit of excellence.
• Bachelor's degree required; advanced degree (MBA, etc.) is a plus.

For positions in this location, we offer a base pay of $266,700 - $453,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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. Learn more here .
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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