Dir, Support Account Services Mgmt

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:
The Director of Support Account Management (SAM) will lead a diverse and inclusive management team responsible for overseeing individual contributors who provide high-touch support to ServiceNow's complex customers. This senior leadership role will focus on guiding SAM Managers, ensuring customer satisfaction, driving operational excellence, and aligning efforts with ServiceNow's broader organizational goals. We are committed to fostering an environment where innovation, inclusion, and collaboration thrive.
Lead SAM Management Team:

• Manage and mentor SAM Managers, empowering them to drive their teams' performance and professional growth, with an inclusive mindset.
• Set clear goals, KPIs, and expectations for SAM Managers, ensuring effective leadership and promoting high team performance in a supportive environment.

Customer Satisfaction & Issue Resolution:

• Oversee the management of complex customer portfolios, ensuring proactive issue resolution and high customer satisfaction, with a strong commitment to empathy and relationship-building.
• Guide SAM Managers in handling escalations and maintaining long-term, positive relationships with customers, focusing on responsiveness and fairness.

Operational Excellence & Improvement:

• Ensure SAM Managers drive continuous improvement in processes, tools, and approaches to optimize team efficiency and service delivery while supporting a work environment that encourages creative problem-solving.
• Monitor team performance through KPIs and implement initiatives for operational efficiency that also promote well-being and work-life balance.

Cross-Functional Collaboration:

• Collaborate with Sales, Engineering, and Technical Support to ensure alignment on customer needs and escalations, promoting a culture of openness and shared success across departments.
• Build and nurture strong relationships across functions, ensuring everyone feels valued and their perspectives are considered in driving customer success.

Team Development:

• Oversee recruitment, onboarding, and career development for SAM Managers, ensuring a focus on inclusive hiring practices and the cultivation of a diverse, equitable, and supportive team culture.
• Plan team growth, structure, and capacity to meet evolving business needs, with attention to building a diverse team and promoting equitable opportunities for all.

Strategic Leadership:

• Shape regional strategy for SAM operations, ensuring alignment with broader organizational goals and fostering an environment where diverse perspectives inform decision-making.
• Foster a culture of innovation, continuous improvement, and inclusion within the SAM management team, empowering all team members to contribute ideas and grow in their roles.

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.
• 8-10+ years of leadership experience, with at least 5+ years managing managers in a SaaS/PaaS environment. We encourage applicants from a variety of backgrounds, and value diverse leadership experiences.
• Strong background in enterprise applications, cloud infrastructure, and SaaS/PaaS environments.
• Proven track record in managing high-touch customer support and resolving escalated issues, with a focus on empathy and customer-first approaches.
• Experience driving operational improvements and managing team performance metrics in a way that encourages innovation, collaboration, and respect for different working styles.
• Demonstrated success in developing high-performing teams and mentoring leaders, with an emphasis on inclusive leadership and fostering an environment where everyone's strengths are celebrated.
• Strong communication and collaboration skills in both English and any additional languages are a plus. We value language diversity and encourage candidates with varied language skills to apply.

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 .
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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