Customer Success Manager (CSM) Public Sector

$125,600 - $233,200/Yr

DXC Technology - Austin, TX

Full-time - Mid Level

Austin, TX

Professional, Scientific, and Technical Services

About the position

DXC Technology is seeking a Customer Success Manager (CSM) for the Public Sector, based in Austin, Texas. The CSM will play a crucial role in advocating for our customers, overseeing a portfolio of clients to help them achieve their business outcomes while fostering greater adoption and usage of ServiceNow products. This position requires a deep understanding of ServiceNow's customer success methodology and the ability to drive customer engagements effectively. The CSM will be responsible for understanding each customer's unique needs and challenges, ensuring they are technically healthy and utilizing the most recent version of our products. In this role, the CSM will identify criteria for assisting customers through the Success Plays in the Success Platform, promoting ServiceNow customer success stories and processes. The CSM will ensure that customers obtain maximum value from their ServiceNow investment and effectively use their licenses. Collaboration with ServiceNow teams will be essential to improve product adoption and increase the footprint of our services. Additionally, the CSM will be responsible for resolving any escalated client issues quickly, leveraging resources across the company ecosystem. Acting as a customer advocate within the company, the CSM will ensure that customer perspectives and needs are represented in all relevant discussions. The ideal candidate will have a strong background in customer professional services, digital transformation, and program/project management, with the ability to provide independent and comprehensive services. The CSM must be comfortable learning and explaining technical products or services and managing multiple customers and priorities simultaneously. This role requires a collaborative team player who can partner effectively with sales, product, and support teams to drive customer success.

Responsibilities

• Become an expert in ServiceNow's customer success methodology.
• Drive customer engagements 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 customers by using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Ensure customers obtain the maximum value from their ServiceNow investment and use their licenses.
• Work with ServiceNow teams to improve product adoption and increase footprint.
• Ensure any escalated client issues are resolved quickly, using resources across the company ecosystem.
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented.

Requirements

• ServiceNow Certifications: Certified System Administrator Certification (CSA)
• 3+ years of experience providing customer professional services or related business support.
• Ability to provide independent, comprehensive services.
• Experience with digital transformation and program/project management.
• Experience resolving issues through analysis.
• Experience in working collaboratively.
• 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.

Nice-to-haves

• Must be a U.S. citizen based in the United States
• Ability to gain government clearance.
• Experience working with the US Public Sector / Government.

Benefits

• Health insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• Employee wellness programs
• Life insurance
• Disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off