About the position
The Associate Customer Success Manager (CSM) role at ServiceNow is a pivotal position within the Global Guided Impact organization. This role is designed for individuals who are passionate about customer success and are eager to help clients maximize their investment in ServiceNow's innovative solutions. As a CSM, you will serve as a dedicated resource for customers who have purchased the ServiceNow Impact Guided product, which is a value acceleration service that combines predictive software with human expertise. Your primary responsibility will be to ensure that customers adopt ServiceNow solutions efficiently, optimize their platform health, and realize value from their investments as quickly as possible. In this role, you will oversee a large portfolio of both commercial and enterprise accounts, orchestrating all deliverables that Impact Guided customers are entitled to. You will be responsible for ensuring that customers are technically healthy and using the most recent version of the ServiceNow product. Your efforts will focus on driving customer satisfaction and ensuring that clients obtain maximum value from their ServiceNow licenses. This includes prioritizing and resolving escalated customer issues, partnering with account teams to help customers meet their business objectives, and building comprehensive Customer Impact Plans that outline success factors, metrics for success, potential issues, and recommendations. Additionally, you will play a key role in promoting ServiceNow customer success stories and processes, thereby contributing to the overall growth and reputation of the company. This position requires a blend of technical knowledge, project management skills, and a strong commitment to customer advocacy, making it an exciting opportunity for those looking to advance their careers in customer success management.
Responsibilities
- Oversee a large portfolio of commercial and enterprise accounts.
- Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience.
- Ensure customers are technically healthy and on the most recent version of our product.
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
- Prioritize and drive resolution on escalated customer issues.
- Partner with account teams to help customers meet business objectives and achieve success.
- Build Customer Impact Plan that outlines success factors, metrics for success, potential issues, and recommendations.
- Promote ServiceNow customer success stories and processes.
Requirements
- 3+ years of related work experience in Customer Success, Project Management, Business Administration, and/or SaaS.
- Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
- Ability to drive effective and influential conversations with various stakeholders and leadership levels.
- Ability to facilitate discussions and navigate customers' objections.
- Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
- Proven ability to collaborate effectively with cross-functional teams.
- Committed to continuous learning, ongoing professional development, and staying abreast of industry trends and emerging technologies.
- Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
- Passionate about customers and value realization.
- Outstanding communication and presentation skills.
- ServiceNow experience and/or certifications is a plus.
Nice-to-haves
- ServiceNow experience and/or certifications.
Benefits
- Employee stock purchase plan
- Health insurance
- Flexible spending account
- Family leave
- 401(k) matching
