Dir, Support Account Services Management



Full Time
2y ago

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

What you get to do in this role:

  • The ongoing management of a team of Support Account Managers (SAMs), located across our eastern US offices that work directly with internal teams as well as the customer base
  • Evaluation of the individual team members based on internal and external feedback, job performance, service delivery requirements and standardized KPIs
  • Working with Sales on specific opportunities to expand the use of the ServiceNow platform for existing customers and resolving challenges and barriers to renewals as well as new contracts
  • Concise and articulate verbal communication skills, practiced in collaborating to reach solutions for our customers and able to communicate and exchange ideas in a group setting; Keeping ServiceNow executive management updated on key accounts when required
  • Presenting SAM Services to new and existing customers, translating the included services into value statements for the customer
  • Participation in customer calls as needed to address current issues, review and set expectations and create lasting business relationships
  • Working with the SAMs, Technical Support managers and engineers to ensure accurate, timely updates to customer records (incidents, problems, changes) as well as providing a cohesive support experience
  • Contribute to a positive team environment when working with distributed teams and disparate technical skill sets
  • Engagement and communication at multiple levels in the customer environments, including the CxO level, as the primary point of management contact for ServiceNow
  • Ensuring that the SAM deliverables are documented, delivered and consistent among the supported customer base
  • Alignment of SAMs training, growth and daily activities regarding enablement, supporting applications and documented processes and procedures
  • Working with other SAM teams globally to ensure activity and deliverable alignment
  • Coordinating, as necessary, 24x7 coverage for specific customer events
  • Managing the SAM sales pipeline for current and potential accounts (discounts, renewals, new accounts for head count growth)
  • Working with the Global SAM Management team to measure, align, deliver and create new services for the organization
  • Attend regional sales and customer meetings as required
  • Proactive and tactical engagement with Highlighted/Flagged accounts & SAM accounts
  • Development of weekly reports regarding account status, critical issue updates and that the information is captured and presented in timely manner


To be successful in this role you have:

  • Experience in Technical Support in a high-tech industry is a must. Prior background with PaaS/SaaS environments is a plus
  • Prior experience in managing a Technical Support team across multiple centers/locations in the US is required. Prior experience running a value-added support service is highly desirable
  • Strong technical background with strong knowledge of databases, enterprise applications, infrastructure configurations and cloud operations are required
  • Excellent leadership skills with the ability to work independently and drive closure of issues in collaboration with cross functional departments
  • Demonstrated ability to work effectively with his/her peer group and leading by influence is an absolute must
  • Experience in managing diverse teams and the ability to communicate/engage at the CxO level, both within ServiceNow, and also with customers and partners
  • Excellent interpersonal, written and oral communication skills, demonstrated by the ability to listen to and empathize with others, convey confidence, provide exemplary levels of service, resolve conflict effectively, and collaborate with multiple groups
  • Proven ability to maintain a professional demeanor when handling complex user issues and implement/manage governance process to cater to the needs of customers and partners
  • Have the capability to diffuse tense situations, putting customers at ease and instilling confidence with customers
  • Demonstrated skill in mentoring and coaching and the ability to interact and collaborate with colleagues at all technical & business levels. Ability to lead by influence is a requirement
  • Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities
  • Passionate about delivering industry leading customer support for major customers and partners, and thrive in a fast-paced, high-energy environment


Additional Information

ServiceNow is an Equal Employment 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.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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Onkar By: Onkar