ServiceNow Customer Success Manager

Job Description:

• Oversee the customer outcomes engagement for customers in your portfolio understanding each customers needs and challenges
• Ensure customers are technically healthy and on the most recent version of our product
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Promote ServiceNow customer success stories and processes
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Work with ServiceNow teams to improve product adoption and increase footprint
• Ensure any escalated client issues are resolved quickly using resources from across the company ecosystem
• Act as a customer advocate within the company ensuring that customer perspectives and needs are represented in decisionmaking processes
• Build and maintain strong relationships with customers becoming a trusted advisor and advocate for their needs
• Oversee a diverse customer portfolio and ensure execution of structured deliverables moving them along their Success Path by linking customers business objectives capabilities and success metrics
• Ensure onboarding completion via CS Guide team and focus on success planning through predefined process ensuring a smooth transition for new customers
• Drive recommendations and next steps based on Customer goals across ServiceNows success offering
• Effective at identifying internal teams to help drive ultimate customer success such as with Sales Product and Support teams to resolve issues and mitigate risks
• Evaluate customer maturity level and any existing blockers to their adoption addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value
• Conduct effective customer interactions including kick off calls to review deliverables timelines and expected outcomes and checkins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan CIP
• Support high level customer advocacy by promoting success stories and use cases

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry
• 3 years of experience providing customer professional services or related business support
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• ServiceNow accreditations or certifications a plus
• Strategic technology industry knowledge
• Familiarity with digital transformation or project management
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously
• Works well in a collaborative team environment partnering with sales product and support teams
• Applies AI tools to streamline workflows generate insights and support strategic initiatives under guidance
• Understands core AI concepts ethical considerations and platform capabilities and can explain their application in customer contexts with support