November 27, 2023

ServiceNow

Heredia

OTHER

Sr Customer Success Manager

Company Description
At Service Now, 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 Service Now, 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 Service Now.
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 Service Now, 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:
What you get to do in this role:
The role of the Customer Success Manager is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the Service Now products they have purchased through prescriptive guidance. You will bring Service Now's best practices, innovations, and capabilities to help customers achieve their goals.

Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
Ensure customers are technically healthy and on the most recent version of our product
Identify criteria for assisting your customers by using Success Plays in the Success Platform
Promote Service Now customer success stories and processes
Ensure that customers obtain the maximum value from their Service Now investment and use their licenses
Work with Service Now teams to improve product adoption and increased footprint
Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem

Qualifications
To be successful in this role you have:

5+ years of experience providing customer professional services or related business support
Ability to provide independent comprehensive services
Experience resolving issues through analysis
Experience in working collaboratively
Service Now accreditations or certifications a plus

FD21

Additional Information
Service Now 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 Service Now, 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 talent.acquisition@servicenow.com for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), Service Now may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon Service Now 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 Service Now job postings can be found through the Service Now Careers site.

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