Support Account Manager - Federal - Remote

Overview

ServiceNow is seeking a motivated, collaborative, and customer-focused professional to join our Support Account Management (SAM) Services team, delivering proactive and reactive support to drive customer success.

In Short

• Serve as a trusted advisor across a portfolio of strategic customers.
• Deliver data-informed insights related to usage and proactive recommendations.
• Coordinate regular engagement with stakeholders for issue resolution.
• Collaborate with internal teams to advocate for customer needs.
• Contribute to internal and external data intelligence initiatives.
• Work across accounts of varying size and duration.
• Act as an initial point of contact for business-critical issues.
• Basic technical knowledge of Cloud Solutions and Software architecture.
• Strong interpersonal and communication skills.
• Ability to manage conflict and ensure customer satisfaction.

Requirements

• Understanding of best practices in IT (ITIL, Project Management Techniques).
• Inquiring mindset with interest in data and reporting.
• Adaptable and comfortable in a fast-paced environment.
• Self-starter with limited supervision.
• Eager to learn and contribute to a team-oriented culture.
• Ability to coordinate tasks ensuring customer satisfaction.
• Ability to anticipate customer needs and potential problems.
• Ability to prioritize and mitigate risks based on customer activities.

Benefits

• Strong salary and supportive teams.
• Flexible working culture for work-life balance.
• Parental leave programs and childcare benefits.
• Learning experience platform and tuition reimbursement.
• Global mentoring program and team-building activities.
• Various employee belonging groups and volunteering opportunities.