Director, Support Account Services Management

Summary

Join ServiceNow as the Director of Support Account Management (SAM) and lead a team responsible for high-touch support to complex customers. This senior leadership role focuses on guiding SAM Managers, ensuring customer satisfaction, driving operational excellence, and aligning with ServiceNow's goals. Lead and mentor SAM Managers, setting clear goals and expectations while fostering a supportive environment. Oversee complex customer portfolios, ensuring proactive issue resolution and high customer satisfaction. Drive continuous improvement in processes and tools to optimize team efficiency. Collaborate with Sales, Engineering, and Technical Support. Oversee recruitment, onboarding, and career development for SAM Managers. Shape regional strategy for SAM operations, aligning with broader organizational goals. Foster a culture of innovation and inclusion within the team.

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
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

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