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Customer Success Manager

3 months ago

Orlando, Florida, United States ServiceNow Full time

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible.

We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities.

By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity.

We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible.

We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.


With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired Companies.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

This role is part of the Global Impact Guided organization reporting to the GEO Guided Leader.

The Customer Success Manager (CSM) will be in a hybrid CSM + project lead role.

The CSM serves as a named resource to customers who purchase ServiceNow Impact Guided, a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster.

The CSM orchestrates all deliverables Impact Guided customers are entitled too and drive consumption of Impact accelerators and training courses.

The CSM also develops executive relationships across their strategic accounts and evangelize the Impact Guided brand internally and externally.

The purpose of this role is to accelerate time to value, mitigate risks; as well as, to support the GEO Guided Leadership team with programs and GEO based initiatives to enhance the customer and employee experience.


What you get to do:

-
Customer: oversee a small group of strategic 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.
  • Proactively identify customer needs and offer tailored solutions and support to enhance the overall experience.
-
Voice of the Customer: regularly connect with customers to listen and learn, so we may continue enhancing the overall Impact Guided customer experience.
-
Renewals & Pre-sales:support Guided Leadership with renewals and pre-sales conversations to ensure Guided delivery expectations are properly set.
-
Escalation Management:manage communication, address concerns, support peers to help mitigate escalations and renewal risk.
-
Recruitment and Onboarding:lead
and execute
hiring strategy and effort in partnership with Talent Acquisition and the Guided Leadership team. Be involved in the onboarding and training of new hires to the Guided organization.
-
Innovation: identify, propose, and execute innovation projects.

Qualifications To be successful in this role you have**:

  • 5+ Years of related work experience in Customer Success, Project Management, and/or SaaS companies.
  • Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
  • Ability to effectively drive and influence 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 crossfunctional 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
FD21

Additional Information
ServiceNow is an Equal Employment 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 law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work.

Click here to learn about our work personas:
flexible, remote and required-in-office.

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