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Client Success Strategist

2 months ago

Addison, Texas, United States ServiceNow Full time
Company Overview

At ServiceNow, we empower organizations to operate seamlessly, leveraging our innovative technology to enhance the way the world works. Our dynamic team is driven by a shared passion for progress and creativity, ensuring that we remain at the forefront of industry advancements. We believe that your most impactful contributions stem from a balanced life, and we strive to cultivate an environment where your unique skills can flourish. Together, we envision a future filled with possibilities, and it begins with your involvement.

With a robust client base of over 7,700 customers, we proudly serve around 85% of the Fortune 500, earning recognition as one of FORTUNE's 100 Best Companies to Work For and among the World's Most Admired CompaniesTM.

Discover more about our culture and employee experiences on the Life at Now blog.

We encourage all candidates, including those from diverse and non-traditional backgrounds, to apply. At ServiceNow, we are dedicated to fostering an inclusive workplace where every voice is valued and respected. We believe that skills and experiences are transferable, and a passion for innovation makes for exceptional candidates.

Role Overview

Key Responsibilities:

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

To excel in this position, you should possess:
  • A minimum of 3 years of experience in customer professional services or related support roles.
  • PMI Certification is required.
  • Capability to deliver independent, comprehensive services.
  • Experience in problem-solving through analytical methods.
  • A collaborative mindset with a focus on teamwork.
  • ServiceNow certifications or accreditations are advantageous.
  • Familiarity with digital transformation initiatives or project management.
  • Comfort in learning and articulating technical products or services.
  • Ability to manage multiple clients and priorities concurrently.
  • A collaborative spirit, working effectively with 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.

If you require a reasonable accommodation to complete any part of the application process, please reach out for assistance.