Customer Success Manager
ServiceNow
Customer Success Manager
The role of the Customer Success Manager is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.
Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
Ensure customers are technically healthy and on the most recent version of our product
Identify criteria for assisting your customers by using Success Plays in the Success Platform
Promote ServiceNow customer success stories and processes
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
Work with ServiceNow teams to improve product adoption and increased footprint
Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
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.
5+ years of experience providing customer professional services or related business support
Ability to provide independent comprehensive services
Experience resolving issues through analysis
Experience in working collaboratively
ServiceNow accreditations or certifications a plus