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.
- Public Sector industry experience.
- 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.
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!
For positions in this location, we offer a base pay of $ 93,600- $ 139,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
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.
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