Client Success Strategist

2 weeks ago


San Diego, California, United States ServiceNow Full time

Role Overview:
As a pivotal member of the ServiceNow team, you will be responsible for steering customer success initiatives within your designated portfolio. Your primary focus will be to understand and address the unique needs and challenges faced by each customer.

Key Responsibilities:
1. Manage customer outcomes engagement, ensuring each client is technically proficient and utilizing the latest version of our solutions.
2. Utilize Success Plays from the Success Platform to identify criteria for assisting customers effectively.
3. Advocate for customer success by promoting ServiceNow success stories and methodologies.
4. Maximize customer value from their ServiceNow investments and ensure optimal use of their licenses.
5. Collaborate with internal teams to enhance product adoption and expand service footprint.
6. Resolve escalated client issues promptly by leveraging resources across the company.
7. Represent customer perspectives within the organization, ensuring their needs are prioritized in decision-making processes.
8. Cultivate and sustain robust relationships with customers, positioning yourself as a trusted advisor.

Qualifications:
To excel in this role, you should possess:
- A minimum of 3 years of experience in customer professional services or related support roles.
- The ability to deliver independent and comprehensive services.
- Familiarity with digital transformation or project management principles.
- Proficiency in issue resolution through analytical approaches.
- Experience in collaborative work environments.
- ServiceNow certifications or accreditations are advantageous.
- Comfort in learning and articulating technical products or services.
- Capability to manage multiple clients and priorities concurrently.
- A collaborative spirit, working alongside sales, product, and support teams.
- Preferred industry experience in Healthcare, Technology, Media, or Telecommunications.

Additional Information:
ServiceNow is committed to fostering an inclusive workplace where all voices are valued and respected. We encourage candidates from diverse backgrounds to apply, as we believe that skills and experiences are transferable, and a desire to innovate is essential for success.

We prioritize flexibility and trust in our distributed work environment, ensuring that all qualified applicants receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.



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