Customer Success Program Manager at ServiceNow in Waltham, MA

The Team The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing customer success services and expert services. The team's purpose is to accelerate customers' adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks. The Role he role of the Customer Success Coordinator is to serve as a supporting role to the Customer Success Squad for your assigned customers. The Customer Success Coordinator with assist with overall coordination of activities and meetings being delivered by the success squad. Provide overall program management by ensuring the customer deliverables and entitlements are being consumed according to plan, coordination of meetings and action items as well as other tasks to support the team. What you get to do in this role: Work with a small portfolio of accounts and drive business outcomes for those customers Day-to-day program management of the customer... journey and delivering key activities Ensure that customers are aligned with appropriate ServiceNow resources, stakeholders and support throughout their contract Coordinate ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased platform usage as well as the internal account team to ensure customer success Proactively monitor customer health to mitigate risks and drive appropriate usage of their ServiceNow platform Working with the success team, track and document all key deliverables, milestones and activities in the success tracking tool Refine and document the Customer Impact Plans that clearly articulates the customer's business objectives, business impact to date, risks, next steps, and action items/owners to close the gaps Ensures the success team delivers against the Customer Impact Plan to ensure desired business outcomes are achieved Operational Planning: prepare Client Account Reviews that clearly articulate how the client has performed and proactively sets forth upcoming action; provides a comprehensive assessment (using pre-defined Metrics and KPIs) of the account in outcomes, value, service, objectives, relationship, sales and churn management Develop relationships with ecosystem partners Qualifications In order to be successful in this role, we need someone who has: 5 years progressive experience delivering large digital programs (Global, OCM, Digital transformation) 5 years progressive experience as a Program Manager Clear understanding of common Customer Success concepts and practices (continuous engagement, post-sale partnerships and customer journey mapping) Basic understanding of ServiceNow product knowledge and / or experience in an IT (SaaS) industry/environment Experience helping customers deploy and see the value of the products they have purchased Experience working in consultative environment with Account Management/Project Management Teams Excellent presentation skills and ability to build deep relationships with executives in varying industries. Tactfully push back on executives when their demands do not align with ServiceNow success Proven track record in driving business outcomes for customers Ability to balance the need for tracking minute detail while keeping larger strategy in mind Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a fast-paced environment Drive complex issues through analysis and resolution Thrive in working collaboratively and cross-functionally Quantitative analysis skills with proven business insight and judgement Excellent written and verbal communication skills Salary Range: $80K -- $100K Minimum Qualification Program ManagementEstimated Salary: $20 to $28 per hour based on qualificationsShow full descriptionCollapse