Support Account Manager

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.

Requirements

• Serve as the main point of contact for your customers’ support needs, helping them navigate challenges and maximize the value of their ServiceNow solutions.
• Use leading tools and practices to proactively identify and resolve service issues before they impact business outcomes.
• Build strong partnerships by understanding your customers’ goals and aligning ServiceNow capabilities to support their success.
• Facilitate regular check-ins and meetings with customers to share updates, address concerns, and ensure alignment across ongoing work.
• Prepare and present service performance reports, including monthly and quarterly business reviews.
• Help customers stay current by coordinating upgrades, patches, and security updates in partnership with ServiceNow teams.
• Monitor and report on service level agreements (SLAs), and collaborate with internal teams to drive continuous improvement when targets are not met.
• Identify patterns and trends to drive strategic improvements for customers and their environments.
• Coordinate with internal teams to prioritize and resolve open issues, ensuring timely and clear communication.
• Serve as an escalation point when critical business-impacting issues arise, helping to ensure quick resolution and strong customer support.

Benefits

• Competitive salary
• Supportive teams
• Opportunity to progress in your career
• Resources to help you and your loved ones be well
• Benefits plans and programs
• Mental health resources
• Family support resources
• Parental leave programs
• Flexible working culture
• Childcare and caregiving benefits
• Learning experience platform
• Tuition reimbursement program
• Mentoring program
• Team building activities
• Employee belonging groups
• Volunteering
• Community outreach programs
• Holidays
• Global well-being days