Support Account Manager

at ServiceNow
🇺🇸 United States - Remote
💬 Customer Service🔵 Mid-level

Job description

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 247 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.

Share this job:
Please let ServiceNow know you found this job on Remote First Jobs 🙏

Similar Remote Jobs

Benefits of using Remote First Jobs

Discover Hidden Jobs

Unique jobs you won't find on other job boards.

Advanced Filters

Filter by category, benefits, seniority, and more.

Priority Job Alerts

Get timely alerts for new job openings every day.

Manage Your Job Hunt

Save jobs you like and keep a simple list of your applications.

Search remote, work from home, 100% online jobs

We help you connect with top remote-first companies.

Search jobs

Hiring remote talent? Post a job

Frequently Asked Questions

What makes Remote First Jobs different from other job boards?

Unlike other job boards that only show jobs from companies that pay to post, we actively scan over 20,000 companies to find remote positions. This means you get access to thousands more jobs, including ones from companies that don't typically post on traditional job boards. Our platform is dedicated to fully remote positions, focusing on companies that have adopted remote work as their standard practice.

How often are new jobs added?

New jobs are constantly being added as our system checks company websites every day. We process thousands of jobs daily to ensure you have access to the most up-to-date remote job listings. Our algorithms scan over 20,000 different sources daily, adding jobs to the board the moment they appear.

Can I trust the job listings on Remote First Jobs?

Yes! We verify all job listings and companies to ensure they're legitimate. Our system automatically filters out spam, junk, and fake jobs to ensure you only see real remote opportunities.

Can I suggest companies to be added to your search?

Yes! We're always looking to expand our listings and appreciate suggestions from our community. If you know of companies offering remote positions that should be included in our search, please let us know. We actively work to increase our coverage of remote job opportunities.

How do I apply for jobs?

When you find a job you're interested in, simply click the 'Apply Now' button on the job listing. This will take you directly to the company's application page. We kindly ask you to mention that you found the position through Remote First Jobs when applying, as it helps us grow and improve our service 🙏

Apply