Senior 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.
Job Description
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 click here for a full list :

• 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'll Do in This Role:
At ServiceNow, we believe in creating an inclusive, innovative environment where everyone can thrive. 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.
In this role, you will:

• 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.

Who You Are:

• 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.

Qualifications
What Will Help You Succeed in This Role:
We're looking for a curious, adaptable individual who values collaboration and continuous learning. If you meet several (not necessarily all) of the qualifications below, we encourage you to apply.
We'd love to see:

• 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.

Bonus (but not required):

• Experience with the ServiceNow platform.
• Familiarity with project management tools or principles.
• Prior experience in service delivery or account management.

For positions in this location, we offer a base pay of $112,200 - $196,400, 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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.