Customer Success Manager

3 days ago

StainesuponThames, Surrey, United Kingdom ServiceNow Full time
Job Description

As a Customer Success Manager at ServiceNow, you will be the focal point of contact and coordination for customer programs and events with Product Success. Your primary responsibility will be to develop a deep understanding of customer use cases and success outcomes, establishing a trusted and strategic advisor relationship with each assigned client. You will drive continued value of our products and services, building strong relationships with key decision-makers and influencers across your accounts and BU colleagues.

Key Responsibilities:

  • Be the primary point of contact for customer programs and events with Product Success.
  • Develop a deep understanding of customer use cases and success outcomes.
  • Establish a trusted and strategic advisor relationship with each assigned client.
  • Drive continued value of our products and services.
  • Build strong relationships with key decision-makers and influencers across your accounts and BU colleagues.
  • Collaborate effectively with the Sales organization to provide reference to new opportunities.
  • Primary ownership and accountability for ensuring customer satisfaction and retention within assigned accounts.
  • Work with customers and account teams to establish critical goals and key performance indicators.
  • Uncover and mitigate any risk that threatens customer growth, satisfaction, or renewal.
  • Ensure ongoing adoption of our products by customers.

Qualifications:

  • 10+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success, and/or Product Manager.
  • Strong Telecom domain and industry knowledge, including familiarity with industry standards such as TM Forum and MEF.
  • Knowledge of customer service management, customer self-service, customer community, and knowledge management processes and technologies.
  • Fanatical about customer success and tenacious at driving long-term customer value.
  • Highly data-driven with a commitment to drive customer engagement towards business outcome and value realization.
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.

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