Mgr, Support Account Services Mgmt at ServiceNow

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

0.0

Posted On

04 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Strategy Development, Performance Metrics, Coaching, Training, Customer Management, Customer Support Experience, KPI Analysis, Data Analytics, Teamwork Culture, Collaboration, Execution, Service Delivery, Escalation Management, Project Management, Brand Elevation

Industry

Software Development

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 get to do in this role: Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics. Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills. Support and inspire the team to deliver an incredible customer support experience. Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics. Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service. Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others. Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization. Advocate for critical customer issues as a critical escalation point. Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program. Work with internal teams to continue elevating the Support Account Management Brand internally. Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives. Qualifications To be successful in this role you have: 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. 12+ years of experience Management and Contributor experience in high technology, enterprise and commercial account environments, including but not limited to Cloud based computing. A successful track record in management with the ability to translate operational, tactical and strategic needs and requirements onto specific actions and outcomes. A high level of comfort and confidence in dealing with all levels of management, including the C-level/C-suite. Excellent written and oral communication skills. Extensive experience in properly mentoring and growing employees into extended positions and leadership opportunities. Multiple years of experience working in a direct customer facing role with account responsibilities and working with multiple levels of executives and corporate leadership. Prior experience working for an extremely fast-paced company and meeting customer demands on time. Experience working with Sales Operations, sales modeling, contractual negotiations, deal constructs and approval processes. Sales, Technical or Operational knowledge and the ability to share that knowledge with others. An excellent ability to motivate individuals toward larger goals and objectives. Experience in the delivery and execution of proactive, reactive, ad hoc and scheduled deliverables. Previous experience working in an Enterprise Customer Support and/or Service Delivery Management organization. JV20 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. Employee Type: Regular Region: APAC - Asia Pacific Work Persona: Flexible

Responsibilities

The role involves leading the development and building of a Support Account Management Team, setting strategies, objectives, and key performance metrics. This includes guiding team members through coaching and training to achieve high performance and delivering an exceptional customer support experience.