Associate Customer Success Manager - job 1 of 4

An Associate Customer Success Manager at ServiceNow acts as an advocate for customers, overseeing a portfolio to ensure they achieve desired business outcomes. This role involves guiding clients through the innovative features of ServiceNow's products, offering prescriptive advice, and facilitating community engagement through email campaigns and webinars.

To qualify for the Associate Customer Success Manager position at ServiceNow, candidates typically need at least 2 years of related work experience or equivalent knowledge in customer success techniques, along with the ability to analyze needs and build productive relationships with clients.

You can apply for the Associate Customer Success Manager role at ServiceNow by visiting our careers page and submitting your application online. If you need accommodations during the application process, you can reach out to our support team for assistance.

Key responsibilities of an Associate Customer Success Manager at ServiceNow include advocating for customers, using tools from the Success Platform to help clients succeed, managing email campaigns, and ensuring swift resolutions for escalated customer issues.

ServiceNow promotes a flexible workplace environment by assigning work personas to employees. This allows for adaptable work arrangements—whether flexible, remote, or essential in the office—based on the nature of the job.

While this specific Associate Customer Success Manager position is based in Tokyo, ServiceNow offers various roles across different regions. Check our careers site for available opportunities tailored to your location.

ServiceNow is committed to an inclusive workplace, ensuring that all qualified applicants, regardless of race, gender, disability, or background, receive equal consideration for employment. We believe diverse experiences enrich our team and impact our success.

When answering this question, focus on specific examples from your previous roles where you successfully assisted customers, highlighting your analytical skills and relationship-building techniques that align with the responsibilities of an Associate Customer Success Manager.

Employ a structured response by emphasizing empathy, active listening, and a proactive approach to finding solutions. Illustrate the steps you would take to resolve the customer's issues while ensuring they feel supported throughout the process.

Share innovative strategies you’ve used in the past, such as creating tailored educational content, organizing webinars, or leveraging customer feedback to engage users more effectively with the products. Be sure to connect these strategies back to the values of ServiceNow.

Discuss your approach to time management and prioritization techniques, such as categorizing clients by urgency, tracking deadlines, and utilizing tools that help manage your schedule efficiently while ensuring each customer receives adequate attention.

Provide a detailed example of a campaign you led, focusing on the objectives, the target audience, the methods used, and the outcomes. Highlight metrics of success that demonstrate your ability to achieve positive results for customers.

Convey your genuine enthusiasm for customer success by discussing your motivation to make a positive impact on clients' businesses, and how that aligns with ServiceNow's mission to help organizations find better ways to work.

Illustrate your commitment to professional development by mentioning specific resources you follow—like webinars, industry publications, and community forums—to remain informed about trends and innovations in customer success and ServiceNow's product offerings.

Discuss a particular challenge in your customer success experience, detailing how you assessed the situation, the strategies you implemented to address it, and the final outcome that showcases your problem-solving skills.

Explain that you would define success through clear KPIs such as increased product usage, positive customer feedback, and ultimately seeing clients achieve their business objectives with the help of ServiceNow's services.

Express your enthusiasm for ServiceNow's mission and innovative technology, connecting it to your personal values. Share how you envision contributing to the team's success while building strong relationships with customers.