Customer Success Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

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
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes.
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.

Qualifications

To be successful in this role you have:

• 3 years of experience providing customer professional services or related business support
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• ServiceNow accreditations or certifications a plus
• Familiarity with digital transformation, or project management, 
• Comfortable with learning and explaining technical products or services.
• Ability to manage multiple customers and priorities simultaneously.
• Works well in a collaborative team environment, partnering with sales, product, and support teams.
• This role will require the candidate to get FedRamp adjudicated**

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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