Challenging Experience in Support Account Management – Needs Leadership Accountability
Pros
ServiceNow as a company has strong products and vision. Stock options are one of the few perks that helped sustain during tough times.
Cons
My 5 years in the Support Account Management (SAM) team were incredibly difficult due to a deeply toxic leadership culture. Leadership—especially at the director level—exhibited biased and unprofessional behavior, often discouraging open dialogue. Disrespectful treatment toward female employees was unfortunately witnessed, along with insensitive and inappropriate remarks. Communication style was authoritative and lacked trust, with emails often written in a tone that demoralized the team. Resource mismanagement was common, with unnecessary travel to client sites and questionable hiring practices—including friends and relatives—leading to further internal silencing. Despite raising concerns through HR feedback forms, there was no response or follow-up, creating a sense of helplessness. The work culture has deteriorated significantly, and unless there is a change in leadership, I fear the SAM team in India will continue to suffer.