Support Account Manager - Federal

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:
hat 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 strong salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organization, 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.
About the Role
ServiceNow is seeking a motivated, collaborative, and customer-focused professional to join our Support Account Management (SAM) Services team. In this role, you'll work across a diverse portfolio of accounts, each with unique durations and business contexts. The SAM will be delivering both proactive and reactive support that drives customer success. This role also contributes to reviewing data and intelligence initiatives, enabling better outcomes and long-term value for customers and ServiceNow alike. We strongly encourage applications from early in career professionals and others returning to the workforce, including veterans and those re-entering the workforce.
Key Responsibilities • Serve as a trusted advisor across a portfolio of strategic customers, ensuring satisfaction and value realization• Deliver data-informed insights to customers related to usage and proactive recommendations• Coordinate regular engagement with stakeholders, including issue resolution, status updates, reporting, and value discussions• Collaborate with internal teams across technical support, engineering, peer groups, and customer success to advocate for customer needs• Contribute to internal and external data intelligence initiatives that improve service quality and business insights• Work across accounts of varying size and duration, adapting to different goals and success criteria• Act as an initial point of contact for the customer on impacting business-critical issues
Qualifications
To be successful in this role, we need someone who has: • Basic technical knowledge of Cloud Solutions and Software architecture• Understanding of best practices in IT (ITIL, Project Management Techniques, Role-Based Operations, etc.) • Basic understanding of how to work AI into work processes and AI-powered tools • Inquiring mindset with interest or experience in reviewing data and reporting• Adaptable and comfortable in a fast-paced working environment • Self-starter with the ability to work with limited supervision • Eager to learn, grow, and contribute to a team-oriented culture• Strong interpersonal and communication skills, with a passion for building trust and long-lasting relationships with customers and internal organizations• Effectively manages conflict to foster productive outcomes • Ability to coordinate tasks and responsibilities, ensuring customer satisfaction through hospitality by executing with attention to detail, accountability, and a proactive mindset• Ability to understand the customer's planned activities, projects, events, and anticipate their needs, potential problems, and possible outcomes • Ability to identify, assess, prioritize, and mitigate risks to the short, medium, and long term, to meet goals based on the customers planned activities
Nice to Have • Familiarity with ServiceNow or similar ITSM/digital workflow platforms• Experience working with large-scale customer environments• Knowledge of data visualization or reporting tools• Project or program coordination experience
For positions in this location, we offer a base pay of $102,600 - $169,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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.
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