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Manager, Customer Success Management, Staines-upon-Thames
Client: ServiceNow
Location: Staines-upon-Thames, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 38ce5a4de119
Job Views: 2
Posted: 24.03.2025
Expiry Date: 08.05.2025
Job Description:
As a Manager of the Customer Success Management team, you will be responsible for developing a team of Customer Success Managers (CSMs). You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies, and tools based on our experiences from thousands of customer engagements.
What you get to do in this role:
* Lead your team to improve technical health, deployment, and adoption activities for their portfolio.
* Coach your team members to help them grow their careers.
* Ensure customer needs are met and roadblocks are removed.
* Manage the portfolio of accounts, hitting your goals and driving overall customer success.
* Partner with and assign activities to other team members to achieve outcomes and address customer needs.
* Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
* Reduce the number of escalated customers.
* Improve best practice development and guide team members.
* Lead and drive operational rigor across your team and ensure team members are performing at their best.
Qualifications
To 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.
* 5+ years of related work experience; OR equivalent work experience.
* Demonstrated success leading and growing a team of individual contributors.
* Ability to be creative, comfortable running projects independently.
* Desire to solve complex issues through analysis and resolution.
* Highly data-driven with a commitment to drive business outcomes and value realization across the portfolio.
* Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success).
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [emailprotected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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