Gvp – Support Account Management

Gvp – Support Account Management

Requirements

• 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.
• 15+ years of experience in customer-facing operational leadership roles within enterprise technology companies.
• Demonstrated bias for action and innovation leveraging AI, automation, and digital transformation, experience integrating AI into support operations and leveraging AI-driven insights to improve service outcomes.
• Extensive experience partnering with Sales, Pricing/Packaging, GTM strategy, and Customer Support or Customer Success.
• Passion for ServiceNow’s products, culture, and mission, with the ability to inspire and lead with humility and hunger.
• Exceptional executive presence with excellent communication, influence, and stakeholder management skills; strategic and analytical thinking with exceptional executional discipline under pressure.
• A proven track record of transforming and scaling support or customer success organizations or offerings globally.
• Experience-based understanding of SaaS, enterprise software, cloud infrastructure, and support service delivery models.
• Experience integrating AI into support operations and leveraging AI-driven insights to improve service outcomes.
• A builder’s mindset—entrepreneurial, innovative, and relentless in the pursuit of excellence.
• Bachelor’s degree required; advanced degree (MBA, etc.) is a plus.

Responsibilities

• Lead a global organization of Support Account Managers delivering premium, white-glove customer experiences to enterprise clients.
• Reimagine and evolve the SAM offering in partnership with Customer Excellence to continually evolve our premium support services.
• Build and execute a long-term vision and scalable operating model for SAM that aligns with ServiceNow’s growth trajectory and AI strategy.
• Drive sales, pricing, packaging, and GTM strategies for SAM services, working closely with cross-functional stakeholders.
• Foster a culture of hospitality and customer advocacy, ensuring SAM teams are trusted advisors who create long-term value.
• Champion the use of ServiceNow technology internally, setting the example for how our platform enhances support delivery.
• Collaborate with Engineering, Product, and Operations to identify and implement innovative tools, diagnostics, analytics, and portals.
• Drive operational excellence and continuous improvement through automation, process optimization, and AI integration.
• Develop and mentor high-performing leaders; promote diversity, inclusion, and belonging across the organization.
• Lead strategic initiatives and special projects that elevate the customer experience and improve business outcomes.

Preferred Qualifications

• Advanced degree (MBA, etc.) is a plus.