Senior Customer Success Manager

Summary

Join ServiceNow as a Success Advocate and champion our customers' success. You will manage a portfolio of clients, guiding them to achieve business outcomes through the effective use of ServiceNow products. Leverage best practices and innovations to help customers reach their goals, ensuring they maximize their ServiceNow investment. Collaborate with internal teams to address customer issues and oversee projects. Contribute to the creation of new use cases and success stories. Resolve escalated client issues promptly, utilizing resources across the company. This role requires a minimum of 7 years of relevant experience and ServiceNow certifications.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Minimum 7 years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• ServiceNow certifications
• FD21

Responsibilities

• Oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem