Manager, Customer Success
Manager, Customer Success
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1 Vacancy
Job Description
The Customer Success Team Manager is responsible for guiding and empowering a team of Customer Success Managers (CSMs) to deliver exceptional value to clients ensuring production adoption customer satisfaction retention and growth. This role involves overseeing the day-to-day operations of the CSM team setting strategic goals and implementing best practices to optimize customer engagement.
What you get to do in this role:
- Lead inspire and develop a high-performing team of CSMs fostering a culture of excellence collaboration and continuous improvement.
- Oversee the CSMs as they build and maintain strong relationships with customers ensuring customer needs are met and expectations are exceeded.
- Serve as an escalation point of contact for complex customer related matters
- Track and analyse key performance indicators (KPIs) related to customer satisfaction retention rates and overall team productivity. Provide regular feedback and coaching to team members to drive improvement.
- Continuously evaluate and refine customer success processes to improve efficiency scalability and effectiveness ensuring the team meet the evolving needs of our customers.
- Act as an advocate within the organization ensuring customer feedback is shared with the appropriate stakeholders.
- Work closely with Sales Product teams Marketing and other departments to ensure alignment and collaboration on customer success initiatives contributing to the overall growth and success of the company
- Utilize data and analytics to identify trends opportunities and areas of improvement driving decisions that enhance customer outcomes and team performance
Qualifications :
- 5 Years of leadership experience in the Customer Success field.
- Proven experience in a leadership role within a Customer Success or related function.
- Strong understanding of customer success metrics strategies and best practices.
- Exceptional communication interpersonal and relationship-building skills.
- Analytical mindset with the ability to leverage data to drive decisions and strategies.
- Proactive problem-solver with a customer-centric approach.
- Experience working in a fast-paced dynamic environment with a focus on driving results.
- ServiceNow experience and/or certifications is a plus.
- This is an office-flexible role. The expectation is to be in-office 2 days a week.
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 :
No
Employment Type :
Full-time
Employment Type
Full-time
