Client Success Specialist

2 weeks ago

San Diego, California, United States ServiceNow Full time
Company Overview

At ServiceNow, we harness technology to create a world that works for everyone, driven by our dedicated team. Our rapid pace reflects the urgency of our global community, and our innovative spirit sets us apart in serving our clients and their communities. By becoming part of ServiceNow, you will join a dynamic group of visionaries who possess an insatiable curiosity and a commitment to creativity. We believe that the best results come when you thrive in your personal and professional life, and we strive to facilitate that balance. Together, we aspire to achieve our collective and individual ambitions. The future is bright, and it begins with your contributions.

With a customer base exceeding 7,700, we proudly serve around 85% of the Fortune 500 and are recognized as one of the FORTUNE 100 Best Companies to Work For and among the World's Most Admired CompaniesTM.

Discover more about our culture on the Life at Now blog, where our employees share their experiences at ServiceNow.

Role Overview

Key Responsibilities:

The Customer Success Manager serves as a champion for our clients. You will manage a portfolio of accounts, guiding them to achieve their business objectives while enhancing their engagement with the ServiceNow solutions they have adopted. Your role will involve delivering ServiceNow's best practices, innovations, and capabilities to help clients realize their aspirations.
  • Manage customer engagement outcomes for your assigned accounts, gaining insights into each client's unique needs and challenges.
  • Ensure clients maintain technical health and are utilizing the latest version of our solutions.
  • Identify opportunities to assist clients through the Success Plays within the Success Platform.
  • Highlight ServiceNow success stories and methodologies.
  • Maximize the value clients derive from their ServiceNow investments and ensure optimal use of their licenses.
  • Collaborate with ServiceNow teams to enhance product adoption and expand usage.
  • Quickly resolve any escalated client issues by leveraging resources across the organization.
  • Act as a client advocate within the organization, ensuring their perspectives and needs are prioritized in decision-making.
  • Develop and nurture strong relationships with clients, becoming a trusted advisor and advocate for their requirements.
Qualifications:

To excel in this position, you should possess:
  • A minimum of 3 years of experience in customer professional services or related business support roles.
  • The ability to deliver independent, comprehensive services.
  • Familiarity with digital transformation initiatives or project management.
  • Experience in problem-solving through analytical methods.
  • A collaborative mindset and experience working in teams.
  • ServiceNow certifications or accreditations are advantageous.
  • Comfort with learning and articulating technical products or services.
  • Capability to manage multiple clients and priorities effectively.
  • A strong collaborative spirit, working alongside sales, product, and support teams.
  • Preferred industry experience in Healthcare, Technology, Media, or Telecommunications.
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.

If you require accommodations during the application process, please reach out for assistance.

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