What you can expect from us:At ServiceNow, we make work better for everyone, including our 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’ll get to do in this role:ServiceNow is seeking highly motivated, service-minded professionals to join our Support Account Management (SAM) Services team and play a vital role in delivering world-class customer satisfaction. SAMs help ServiceNow transform the way people work.As a SAM, you'll deliver both proactive and reactive services and act as a central point of contact for all support-related activities. You'll work as part of a highly skilled team supporting a select group of high-profile, strategic customers, while delivering exceptional service.You’ll also be responsible for driving cross-functional teams to ensure that customer issues are clearly identified and resolved effectively.Present to all levels of management, including executive stakeholders.Use the top software management tools to proactively identify and mitigate service issues that could impact customers.Deliver business value by aligning ServiceNow capabilities with customer needs.Manage regular customer calls and meetings to maintain open communication and share updates on cases, changes, and projects.Facilitate performance summaries and reviews (monthly and quarterly).Act as the liaison between customers and ServiceNow regarding updates, patches, and security requirements.Track and report on service level agreements (SLAs), including action plans for continuous improvement.Promote continuous improvement by reviewing trends and collaborating with internal teams to advocate for change.Review and prioritize open cases, communicating aligned priorities to ServiceNow teams.Serve as an escalation point for critical customer-impacting issues. 
