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Client Success Specialist

2 months ago

Waltham, Massachusetts, United States ServiceNow Full time
Job Overview

As a pivotal member of the Customer Success team at ServiceNow, you will play a crucial role in guiding organizations through their security integration journey. Your primary focus will be on fostering relationships with clients to understand their security and business objectives, providing tailored advice, and sharing best practices for maintaining secure environments.

Your Role

In this position, you will serve as the main point of contact for clients utilizing our SASE portfolio. You will ensure that ServiceNow consistently exceeds client expectations by managing their service experience effectively. Your responsibilities will include:
  • Leading the onboarding process for clients, ensuring smooth adoption and expansion of services.
  • Building strong partnerships with customer stakeholders to drive product usage and implement best practices.
  • Developing a comprehensive understanding of each client's business and security goals, and creating a customized success plan that is updated quarterly.
  • Providing proactive guidance throughout the product lifecycle, including new feature releases and updates.
  • Collaborating with Customer Support and Engineering teams to address complex technical challenges.
  • Monitoring key performance indicators such as customer satisfaction and renewal rates, and leveraging this data to inform strategic planning.

Your Impact

As a Customer Success Manager, you will be instrumental in:
  • Driving client engagement and satisfaction through regular communication and support.
  • Identifying risks to client subscriptions and collaborating with internal teams to address concerns.
  • Delivering quarterly reviews to assess engagement and performance metrics.
  • Advocating for clients within the organization to influence product development and enhancements.

Qualifications

To be successful in this role, you should possess:
  • 2-6+ years of experience in sales, client relations, or customer engagement.
  • Experience in a SaaS environment is preferred.
  • Strong communication and presentation skills.
  • A proactive approach to problem-solving and a commitment to continuous learning.
  • The ability to work both independently and collaboratively in a dynamic environment.

About Us

At ServiceNow, we are dedicated to ensuring our customers' success. Our Customer Success team is integral to this mission, providing expert guidance and support as clients navigate their journey with our solutions. We value diversity and are committed to creating an inclusive workplace where all employees can thrive.