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Associate Customer Success Manager - job 1 of 6

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

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:

3+ 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.

FD21

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. 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 [email protected] 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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About Associate Customer Success Manager, ServiceNow

Are you ready to make a real difference? As an Associate Customer Success Manager at ServiceNow, located in sunny Orlando, Florida, you will be at the forefront of connecting our innovative AI-enhanced technology with our clients' needs. This pivotal role is part of the Global Guided Impact organization, where you will serve as a trusted resource for customers who use the ServiceNow Impact Guided product. Your responsibilities will include overseeing a diverse portfolio of commercial and enterprise accounts, ensuring that customers receive the maximum value from their ServiceNow investments. You’ll be tasked with driving customer engagement, resolving any escalated issues, and promoting impactful customer success stories. You'll need to be good at building Customer Impact Plans that strategize success metrics and address potential challenges. To thrive in this role, you should have a solid background in Customer Success or SaaS, be a great communicator, and be able to leverage data effectively in conversations with various stakeholders. At ServiceNow, we're passionate about our customers and fostering their growth. Join us in making the world work better for everyone, and let's pursue innovative solutions together, while having fun along the way!

Frequently Asked Questions (FAQs) for Associate Customer Success Manager Role at ServiceNow

What are the primary responsibilities of an Associate Customer Success Manager at ServiceNow?

As an Associate Customer Success Manager at ServiceNow, your primary responsibilities will include overseeing a portfolio of commercial and enterprise accounts, managing ServiceNow Impact Guided deliverables, ensuring technical health of the customer accounts, and driving maximizing value realization from ServiceNow investments.