Associate Customer Success Manager

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
What you get to do in this role:
This role is part of the Global Guided Impact organization. The CSM serves as a named resource to customers who purchase ServiceNow Impact Guided, a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster. The CSM orchestrates all deliverables Impact Guided customers are entitled too, drives consumption of Impact accelerators, and training courses.
Responsibilities:

• Oversee a large portfolio of commercial and enterprise accounts.
• Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience.
• Ensure customers are technically healthy and on the most recent version of our product.
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
• Prioritizing and driving resolution on escalated customer issues.
• Partner with account teams to help customers meet business objectives and achieve success.
• Build Customer Impact Plan that outlines success factors, metrics for success, potential issues, and recommendations.
• Promote ServiceNow customer success stories and processes.

Qualifications
To be successful in this role you have:

• 2+ Years of related work experience; Customer Success, Project Management, Business Admin, and/or SaaS.
• Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
• Ability to drive effective and influencing conversations with various stakeholders and leadership levels.
• Ability to facilitate discussions and navigate customers objections.
• Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
• Proven ability to collaborate effectively with cross-functional teams.
• Committed to continuous learning, ongoing professional development, staying abreast of industry trends, and emerging technologies.
• Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
• Passionate about customer and value realization.
• Outstanding communication and presentation skills.
• ServiceNow experience and/or certifications is a plus.
• Note: This is an office-flexible role. The expectation is to be in-office 2 days a week.

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Additional Information
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
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