Client Success Specialist

2 weeks ago

Waltham, Massachusetts, United States ServiceNow Full time
Job Overview

Company Overview:
At ServiceNow, we harness technology to enhance the world for everyone, and our talented workforce makes it all possible. We operate swiftly because the world demands it, and we innovate uniquely for our clients and communities. By becoming part of ServiceNow, you will join a dynamic team of innovators who possess a relentless curiosity and a passion for creativity. We believe that your best contributions emerge when you lead a fulfilling life and showcase your distinct abilities, and we strive to facilitate that. Together, we envision ambitious goals, supporting one another to realize both individual and collective aspirations. The future is bright, and it begins with you.

With over 7,700 clients, we cater to approximately 85% of the Fortune 500, and we take pride in being recognized as one of the FORTUNE 100 Best Companies to Work For and among the World's Most Admired Companies™.

Explore more about our culture on the Life at Now blog and hear firsthand from our employees about their experiences at ServiceNow.

If you are uncertain about meeting all the qualifications outlined in a job description but are genuinely enthusiastic about the role, we encourage you to apply. At ServiceNow, we are dedicated to fostering an inclusive environment where every voice is acknowledged, valued, and respected. We welcome candidates from diverse and non-traditional backgrounds, as we believe that skills and experiences are transferable, and a strong desire to achieve great things makes for exceptional candidates.

Key Responsibilities:

The Customer Success Manager serves as a champion for our clients. You will manage a portfolio of clients to assist them in reaching their business objectives and promote increased adoption and utilization of the ServiceNow solutions they have acquired through strategic guidance. You will leverage ServiceNow's best practices, innovations, and capabilities to help clients fulfill their goals.

  • Manage customer engagement outcomes for clients in your portfolio, comprehending each client's requirements and challenges.
  • Ensure clients are technically proficient and utilizing the latest version of our products.
  • Identify criteria for assisting clients through Success Plays in the Success Platform.
  • Promote ServiceNow's customer success narratives and methodologies.
  • Guarantee that clients derive maximum value from their ServiceNow investment and effectively utilize their licenses.
  • Collaborate with ServiceNow teams to enhance product adoption and expand usage.
  • Ensure swift resolution of any escalated client issues, utilizing resources from across the company ecosystem.
  • Act as a client advocate within the organization, ensuring that client perspectives and needs are considered in decision-making processes.
  • Establish and nurture strong relationships with clients, becoming a trusted advisor and advocate for their requirements.
Qualifications:

To excel in this position, you should possess:

  • 3+ years of experience in providing customer professional services or related business support.
  • PMI certification required for one position.
  • Ability to deliver independent, comprehensive services.
  • Experience in resolving issues through analytical methods.
  • Experience in collaborative work environments.
  • ServiceNow accreditations or certifications are advantageous.
  • Familiarity with digital transformation or project management.
  • Comfort in learning and articulating technical products or services.
  • Capability to manage multiple clients and priorities concurrently.
  • Strong collaborative skills, working alongside sales, product, and support teams.
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 prioritize flexibility and trust in our distributed work environment. Click here to learn about our work personas: flexible, remote, and required-in-office.

If you require reasonable accommodations to complete any part of the application process or are limited in your ability to access or use this online application process and need an alternative method for applying, please reach out for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may need to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any necessary export license or other approvals required by the U.S. Government.

Please be aware that fraudulent job postings and scams are increasingly prevalent. Click here to learn how to identify them and protect yourself. All legitimate ServiceNow job postings can be found through the ServiceNow Careers site.

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