Company DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionWhat you get to do in this role:The role of the Customer Success Manager is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.· Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's 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 increased 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 decision-making processes.· Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.QualificationsTo be successful in this role you have:
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.
3+ years of experience providing customer professional services or related business consulting support.
Ability to provide independent comprehensive services
Experience resolving issues through analysis
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.
DOD industry experience needed
ServiceNow accreditations or certifications a plus**
