ServiceNow Customer Success Manager

4 weeks ago

Santa Fe, United States SHI GmbH Full time

Job Summary

The ServiceNow Customer Success Manager is responsible for service delivery excellence and customer satisfaction. Working with SHI’s development and project management teams, the Customer Success Manager will define and optimize the processes and strategies that lead to the expected outcomes and ultimately optimize the customers’ investment in ServiceNow. The Customer Success Manager will also lead the process of establishing a ServiceNow deployment road map for each customer and establish the guiding principles for their journey including Organizational Change Management. Responsibilities

Include, but are not limited to: Optimizing the customer experience through periodic meetings around projects, roadmaps, and change management Executing against given key performance indicators including customer satisfaction, customer retention, and growth of customer's business Engaging and building relationships with the ServiceNow organization and SHI’s field salesforce to effectively optimize the customer experience Working with SHI’s field salesforce to ensure they are reviewing ServiceNow roadmaps with stakeholders within the customer's organization Continuous learning and development on new product technology offerings and ServiceNow specific offerings and programs A player/coach in training customers as part of go-live preparation Ability to deliver presentations at selected conferences and events as an SME on ServiceNow Qualifications

Bachelor’s degree or relevant work experience 5+ years of management experience 5+ years of experience in ServiceNow consulting, delivery, and operations 10+ years of experience as an IT professional in a customer environment, Service Desk experience a plus Required Skills

Superior organizational and people management skills including project/time management abilities Strong understanding of the ServiceNow ecosystems including licensing A linear, logical thinking style with the ability to break down and solve difficult problems Excellent communications and presentation skills with the ability to simplify and explain complex problems to stakeholders of all levels Entrepreneurial mindset with the ability to identify value in an unstructured situation Emotional intelligence, flexible work style, and excellent diplomatic skills across all levels of the organization Strong entrepreneurial spirit and a desire and willingness to “do whatever it takes” Client-oriented, professional services mind-set Ability to stay self-motivated and self-directed Willingness to adapt to changing business and technical priorities Ability to work in a fast-paced, high-performance team environment

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