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Customer Engagement Manager

2 months ago

Waltham, Massachusetts, United States ServiceNow Full time
Job Overview

ServiceNow Client Success Overview


The Customer Success team at ServiceNow collaborates with organizations to navigate their journey in safeguarding their operations and achieving the technical outcomes that are most significant to our clients.

Our Client Success Managers and engineers serve as advocates for our clients, product specialists, and strategic consultants, assisting them in securely managing and expanding their businesses.

At ServiceNow, we adopt a proactive approach to ensure clients attain their desired results with our products and services by offering customized guidance and support as they embark on their journey.

Our client success teams guide customers throughout the product lifecycle to enhance license and feature adoption, maximizing the value of their investment.


Our focus is on delivering support and services across our innovative solutions and cloud-based security offerings.

Your Role

As a Client Success Manager, you play a vital role in our clients' adoption of security integrations.

You will be their primary contact for products within our portfolio, fostering relationships to understand their security and business priorities, providing guidance, and sharing operational best practices for their secure environments.

You will oversee our clients' service experience to ensure ServiceNow exceeds their expectations. You will facilitate swift and consistent adoption, accelerate integrations with new cloud security products, and provide real-time support and strategic direction.

Your expertise in success indicators will allow you to leverage data and analytical skills to drive changes, updates, and enhancements.


In this position, you will collaborate closely with Networking, Security, and Operations teams within mid-to-large enterprises, along with internal account teams, professional services, and customer support.

Your Impact

• Lead the onboarding experience for clients, ensuring adoption and expansion within the business.

• Cultivate a strong partnership with customer stakeholders, becoming a trusted advisor to drive license consumption, feature adoption, and implementation of best practices.

• Develop a comprehensive understanding of the client's business and security objectives, creating a tailored success plan and refreshing it quarterly as a strategic engagement roadmap.

• Provide proactive guidance throughout the release cycle management, including new feature releases and notifications.

• Engage with Customer Support and Engineering to monitor and resolve complex technical challenges.

• Escalate technical and non-technical risks with the appropriate internal stakeholders, managing escalations and implementing a Get Well Plan to restore client satisfaction.

• Collaborate with the Client Success Engineer to understand typical business challenges faced by our clients, mapping features to their security environments.

• Identify risks to clients' subscriptions and service renewals, working with internal teams to address concerns and ensure renewal readiness.

• Establish and maintain relationships with customer stakeholders, regularly communicating to strengthen ties and uncover new service and product opportunities.

• Guide clients through the entire post-sales journey, advocating for their needs and influencing product roadmap and enhancements.

• Conduct regular internal and external meetings to review all aspects of engagement.

• Deliver Quarterly Services Reviews with support from the account team.

• Monitor key performance metrics such as customer satisfaction, renewal likelihood, and feature adoption, using these metrics to develop strategic plans to address any negative trends.

Qualifications:
Your Experience

• 2-6+ years of relevant experience in sales, client relationships, or client engagement.

• Experience in a SaaS environment is preferred.

• Familiarity with Salesforce is advantageous but not mandatory.

• Strong presentation and communication skills are essential.

• Knowledge of the legal industry is a plus but not required.

• Ability to work independently and collaboratively in a fast-paced environment.

• A positive and professional demeanor is crucial.

• A continuous desire for learning and growth is encouraged.

• Some travel may be required.

Additional Information
The Team

Our Customer Success team is essential to our clients' success and mission.

As part of this team, you empower client success by providing guidance and best practices with our products and solutions.

Our commitment to our clients evolves as threats and technology change, ensuring we meet our mission.

Our Commitment

We are innovators who dream big, take risks, and challenge the status quo in cybersecurity.

It's simple:
we cannot achieve our mission without diverse teams working together.