Staff Support Account Mgr

ServiceNow

Staff Support Account Mgr

Posted 9 Hours Ago

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Hiring Remotely in Orlando FL USA

Remote or Hybrid

Mid level

Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation

We're putting AI to work for people.

The Role

The Staff Support Account Manager acts as central support contact delivering proactive and reactive services managing customer relationships and ensuring high-quality service for strategic clients.

Summary Generated by Built In

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 8100 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 get to do in this role:
ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction as SAMs help ServiceNow change the way people work.
The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile strategic customers whilst delivering a high-quality service.
Additionally you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

Comfortable presenting to all levels of management including C-Level stakeholders.
Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
Deliver business value and solutions by understanding and aligning ServiceNow applications features and benefits as it relates to our customer needs.
Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases changes problems and on-going projects.
Facilitate summary status reports including monthly performance reviews and quarterly service reviews.
Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades patches and security requirements.
Manage document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
Review open cases problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
Act as an escalation point for customer impacting business critical issues.

Qualifications
To be successful in this role we need someone who has:

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.
Excellent written and oral communication skills
Experience dealing with technical support teams
Fundamental understanding of ITSM in enterprise environments and global deployments
Comfortable interacting with all levels of management
Working knowledge of ITIL incident problem and release management process and procedures
Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model
Broad technical understanding in a cloud software environment
Growth & collaborative mindset

Nice to have:

ServiceNow platform knowledge or experience
Project Management capabilities and principles
Service delivery account management experience

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 and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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.

Skills Required

Experience in leveraging or integrating AI into work processes
Excellent written and oral communication skills
Experience dealing with technical support teams
Fundamental understanding of ITSM in enterprise environments
Comfortable interacting with all levels of management
Working knowledge of ITIL incident problem and release management
Ability to work with tight schedules in a fast-paced environment
Broad technical understanding in a cloud software environment

What the Team is Saying

ServiceNow Compensation & Benefits Highlights

Parental & Family Support—Paid leave is specified at 20 weeks for birthing parents and 12 weeks for non‑birthing parents complemented by Cleo parenting resources fertility education adoption assistance and caregiver support (Grayce Rethink). This breadth signals strong support for family planning and caregiving needs.
Leave & Time Off Breadth—Flexible paid vacation 12 paid holidays and additional company‑wide Wellbeing Days are described with vacation targets increasing with tenure. These elements create multiple avenues for rest and recharge beyond standard PTO.
Healthcare Strength—Comprehensive medical dental vision disability and life insurance are provided alongside mental‑health support via Lyra Counseling/EAP. Coverage breadth across physical and mental health indicates robust baseline protection.

Learn more about ServiceNow's Compensation & Benefits →

ServiceNow Insights

What's It Like to Work at ServiceNow? ServiceNow Culture & Values ServiceNow Career Growth & Development What's the Work-Life Balance Like at ServiceNow? ServiceNow Leadership & Management ServiceNow Company Growth Stability & Outlook

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The Company

HQ: Santa Clara CA

28000 Employees

Year Founded: 2004

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8100+ customers we serve approximately 85% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us visit www.servicenow.com/careers. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

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ServiceNow Offices

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

At ServiceNow we lead with flexibility and trust. For some home is the primary workplace. For those who come into a ServiceNow workplace you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.

Typical time on-site: Flexible