Sr Customer Success Manager
Sr Customer Success Manager
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1 Vacancy
Job Description
Role Overview
The Sr Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customers Impact package). They drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.
The Sr CSM owns the Customer Impact Plan overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They are also responsible for managing critical risks and mitigation strategies conducting periodic Customer Business reviews with the customer to provide updates refine the Impact Plan and report on adoption.
Ultimately Sr CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.
Job Description
The role of the Sr CSM 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 ServiceNows best practices innovations and capabilities to help customers achieve their goals.
Responsibilities include:
Oversee the engagement and outcomes for customers in your portfolio
Ensure customers are technically healthy and on the most recent version of our product
Leverage existing Success Plays to assist customers but also assist new Success Plays
Work with customers to create new use case/success stories
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
Guide other ServiceNow teams to address customer issues
Oversee projects identified by leaders
Ensure any escalated clients are resolved quickly using resources from across the company ecosystem
Qualifications :
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 AIs potential impact on the function or industry.
Minimum 7 years of related work experience; OR equivalent work experience
Creativity with comfort running projects independently
Improve complex issues through analysis and resolution
Succeed in working collaboratively
ServiceNow accreditations or certifications a plus
Ability to provide independent comprehensive services
Experience resolving issues through analysis
Strategic technology industry knowledge
HCLS industry knowledge
Comfortable with learning and explaining technical products or services
FD21
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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 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 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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Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
