GVP - Support Account Management

Summary

Join ServiceNow as a Group Vice President (GVP), Support Account Management (SAM), leading and elevating the global SAM organization. Transform and scale the SAM function to deliver premium support experiences to enterprise clients. Collaborate with cross-functional teams to evolve support offerings in an AI-enabled world. Build and execute a long-term vision and scalable operating model for SAM. Drive sales, pricing, packaging, and GTM strategies for SAM services. Foster a culture of hospitality and customer advocacy. Champion the use of ServiceNow technology internally. Develop and mentor high-performing leaders. Lead strategic initiatives to elevate the customer experience and improve business outcomes.

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

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs