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Portfolio Growth Strategist

2 months ago

San Diego California, United States ServiceNow Full time
About the Role

ServiceNow is seeking a highly skilled Portfolio Success Manager to join our post-sales organization. As a key member of our team, you will play a critical role in accelerating platform adoption and improving customer outcomes.

Key Responsibilities
  • Drive Product Adoption: Analyze customer adoption, usage data, health indicators, renewal dates, growth opportunities, and risk indicators across your portfolio to identify areas for improvement.
  • Reduce Attrition: Develop and implement strategies to reduce customer churn and improve overall customer satisfaction.
  • Identify Expansion Opportunities: Utilize your knowledge of ServiceNow offerings to identify opportunities for expansion and growth within your portfolio.
  • Onboard New Customers: Ensure that new ServiceNow customers are set up for success from day one by providing guidance and support.
  • Provide Prescriptive Guidance: Utilize your ServiceNow knowledge and technical awareness to provide guidance to our Go-to-Market teams to address customer issues.
  • Highlight Continuing Issues and Risks: Identify and highlight ongoing issues and risks to leadership to drive growth and reduce attrition.
  • Own and Drive Issues to Resolution: Negotiate, influence, and handle objections with senior executives to resolve customer issues.
  • Identify Opportunities for Impact Products: Collaborate with our Sales and Partner teams to identify opportunities for our Impact products.
  • Develop Relationships: Develop relationships across all teams that deliver to your portfolio of accounts, including ServiceNow Sales and its Partners.
  • Collaborate with Sales and Partner Teams: Ensure that the right implementation approach is in place to maximize customer success.
  • Monitor and Act: Monitor all relevant signals and act promptly to ensure that the right resources and functions are deployed to ensure customer success.