Company Description
It 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 Description
The role of the Customer Success Manager is to lead the ServiceNow success engagement for our customers. You will oversee a portfolio of customers and help them achieve their desired business value, drive greater adoption and consumption of the ServiceNow platform. You will bring ServiceNow's best practices, resources, innovations, and capabilities to bear in order to help customers achieve their goals.
The ideal candidate will be customer-focused, have solid business acumen, possess excellent communication and problem-solving skills and have a passion for business transformation.
Key Responsibilities:
Leadership:
1. Manage the success engagement for all customers in your portfolio
2. Understand the customers' vision, goals and challenges and translate this into a plan and execute against this plan to drive adoption of the platform
3. Delegate and coordinate activities as per the plan by engaging with internal resources
4. Build and maintain strong relationships with assigned customers at all levels, serving as their primary point of contact for post-sale activities
5. Work in tandem with the account team to develop strategic vision for your accounts
Business Value, Adoption and Renewal:
1. Collaborate with internal ServiceNow team members to improve product adoption, value and platform health
2. Conduct regular business reviews to communicate progress to all relevant customer stakeholders
3. Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
4. Ensure the value of the platform is clearly demonstrated and ensure you have demonstrated how impact activities supported the customer to deliver their business objectives
5. Identify potential renewal risks and proactively address them by collaborating with internal teams
Business Acumen
1. Understand how your customer’s business is structured and how it operates, and at a high level understand how ServiceNow products transform their business.
2. Use the value framework to identify opportunities for growth and collaborate with the account teams as needed.
Qualifications
To be successful in this role, you have:
1. 5+ years of experience providing customer professional services or related business support
2. 2+ years of experience in matrix leadership
3. Strong interpersonal skills with the ability to build relationships and trust with customers at all levels.
4. Excellent written and verbal communication skills, with proficiency in German at a C-level preferred.
5. Experience resolving issues through data analysis
6. Experience in working collaboratively
7. Project / Programme management experience is an advantage
8. Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously
9. Passion for customer success and a commitment to delivering exceptional service.
10. ServiceNow accreditations or certifications a plus
11. Expectation to work from a ServiceNow office at least twice a week.
12. Right to work in the UK
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.Learn more here.
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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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 globaltalentss@servicenow.com 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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