Customer Success Manager

ServiceNow - Addison, TX

Full-time - Mid Level

Addison, TX

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The role of the Customer Success Manager at ServiceNow is pivotal in ensuring that our customers achieve their desired business outcomes while maximizing the value of their ServiceNow products. As a Customer Success Manager, you will act as an advocate for your assigned portfolio of customers, guiding them through their journey with ServiceNow. This involves fostering greater adoption and usage of the products they have purchased by providing prescriptive guidance and leveraging ServiceNow's best practices, innovations, and capabilities. You will become an expert in ServiceNow's customer success methodology, driving customer engagements and understanding each customer's unique needs and challenges. In this role, you will ensure that customers are technically healthy and utilizing the most recent version of our products. You will identify criteria for assisting customers through the use of Success Plays in the Success Platform, promoting ServiceNow customer success stories and processes. Your goal will be to ensure that customers obtain maximum value from their ServiceNow investment and effectively use their licenses. Collaboration with various ServiceNow teams will be essential to improve product adoption and expand the customer footprint. Additionally, you will be responsible for resolving any escalated client issues quickly, utilizing resources from across the company ecosystem. Acting as a customer advocate within ServiceNow, you will ensure that customer perspectives and needs are represented in decision-making processes. Building and maintaining strong relationships with customers will be crucial, as you will become a trusted advisor and advocate for their needs.

Responsibilities

• Act as an advocate for customers, overseeing a portfolio to help them achieve business outcomes.
• Drive customer engagements, understanding each customer's needs and challenges.
• Ensure customers are technically healthy and on the most recent version of ServiceNow products.
• Identify criteria for assisting customers using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Ensure customers obtain maximum value from their ServiceNow investment and use their licenses effectively.
• Collaborate with ServiceNow teams to improve product adoption and increase customer footprint.
• Resolve escalated client issues quickly using resources from across the company ecosystem.
• Act as a customer advocate within the company, representing customer perspectives in decision-making processes.
• Build and maintain strong relationships with customers, becoming a trusted advisor.

Requirements

• 3+ years of experience providing customer professional services or related business support.
• Ability to provide independent comprehensive services.
• Familiarity with digital transformation or project management.
• Experience resolving issues through analysis.
• Experience working collaboratively in a team environment.
• Comfortable with learning and explaining technical products or services.
• Ability to manage multiple customers and priorities simultaneously.
• Industry experience preferred in HCLS, Federal, Tech, Media, Telecom, Enterprise - manufacturing, oil, gas, and utilities.

Nice-to-haves

• ServiceNow accreditations or certifications are a plus.
• Experience in federal roles with clearance highly preferred.