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.