Customer Success Manager
3 weeks ago
CloudGo is a consulting company that solves business problems by delivering digital workflows that matter. We are one of ServiceNow’s largest and fastest-growing Elite services partners, and due to our rapid growth, we need a Customer Success Manager.
The Customer Success Manager plays a critical part in CloudGo’s professional services, by managing the relationships we have with our customers to ensure we continue to deliver successful outcomes and retain them as a customer. The role of the Customer Success Manager includes customer support, managing delivery in some cases and to drive growth in their accounts.
You are responsible for managing and improving the customer lifecycle, identifying engagement strategies, unlocking new sales opportunities and preventing churn.
You will have a passion for customer satisfaction and helping businesses be successful through the use of ServiceNow; be self-motivated, building trust, solving problems and delivering exceptional customer outcomes across multiple customer stakeholders. You will know how to form long lasting trusted relationships at all levels, by listening and understanding our customers' goals, be the primary contact for services, handling issues and escalating as appropriate. You will frequently engage with both business and project teams to help guide the customer in their journey beyond project deployment to drive adoption and further recommendations. You will have excellent verbal and written communication skills and demonstrated abilities. Customer satisfaction is key to CloudGo’s success, there will be times where you will need to deliver more to maintain our excellent customer satisfaction rating.
We Hire For Culture First:
Our people are global go-getters, we look to the long term, we solve for the customer, and we value open, honest, early communication. We believe we don’t exist without exceptional people, so we respect and value them. We pay fair base and at-risk components based on experience and the market.Other companies give you a job. We give you an opportunity.
CloudGo is focused on building a people-focused organization with a long-term culture of excellence. We work hard, we have fun, we innovate and grow talent.
Key Responsibilities
- You will own the customer experience and have overall oversight of the account, leading the relationship with key account stakeholders.
- A primary escalation point for both customer and internal facing escalations
- Identify customer needs and goals following on from project feedback
- Able to deliver high level demos of ServiceNow to show where value can be added
- Understand customers goals and recommend the best solution/s based on their specific need/s.
- Facilitate Quarterly Business Reviews (QBR) with Managed Services Customers
- Responsible for customers quarterly ‘Pulse’ survey delivery and monthly reporting
- Reports internally (to CloudGo) on how the customer relationship and associated work is progressing
- Reports externally (to the Customer) on CloudGo performance and provides recommendations and opportunities to improve their return on investment
- Responsible for Non-Technical Managed Services communications to the customer
- Understand the progress and status of each customer interaction with regular communications
- Support customers and answer or arrange for answers to queries and to solve problems
- Develop relationships with key people to ensure they have a great experience with ServiceNow and CloudGo - involving others as needed.
- Listen to both the market and customers to understand the problems they are facing and being able to proactively address potential concerns before they become issues
- You will monitor, measure and understand customer health and identify opportunities to retain and grow customer usage
- Grow usage of ServiceNow or introduce new applications within ServiceNow by guiding the customers to use the product in the right way and identifying gaps and opportunities to reintroduce sales team as required
- Collaborate with sales and project development teams
- Invest time in understanding ServiceNow and ongoing upgrades and enhancements by practising continuous learning and training utilising CloudGo’s ServiceNow training platform
- An engagement expert also providing support in Pre-Sales activities such as questionnaires and Pre-Sales meetings
Requirements
- Ability to engage and communicate effectively with all levels of customer and internal teams
- Have excellent communication and writing skills, and a great team attitude.
- Be empathetic, collaborative and have technical aptitude
- Love optimisation and be a problem solver, curious to understand the why
- Detail oriented
- Presents ideas convincingly to achieve specific outcomes
- Demonstrates skills in building consensus and resolving conflict
- Produces clear customer and internal reports selecting most appropriate style for audience
- Seeks support from peers where appropriate
- Embracing different cultural perspectives, thought diversity and cultivating workplace equality
- Championing processes and continual improvement of our ways of working
- Ability to influence key decision makers while also being the voice of the customer
- 3+ years’ experience and evidence showing skills and ability in customer success and satisfaction
- Have the ability to work with a high degree of autonomy
- Basic ServiceNow knowledge
- Creative thinking and the ability to think outside the box
- Loving what you do
Professional qualifications and education requirements
The following is preferred but not a pre-requisite for this position
- ServiceNow Fundamentals
- Training in Building Relationships, Influencing and Negotiation
- ITIL Foundations
Requirements
Investigate, document, and analyse key client organisational processes Work collaboratively with the project management team to determine required resources and create realistic timelines Maintain an effective client follow-up system to ensure that clients are contacted regarding project progress and overall satisfaction Coordinate and execute client training Take charge of finding information sources, gathering, and interpreting problem statement, execute analysis and present findings to team members and stakeholders Perform and organise ongoing support for customers such as report building, data quality, new integrations, etc Contribute to the development of a strategic vision for product development and enhancement Design and architecture solutions in appropriate platforms Applying in-depth functional knowledge of ITIL and ServiceNow to customer needs and requirements Providing advice to customers regarding industry best practices and process methodology Conduct analysis, design, evaluation, modification, testing and implementation of enterprise-wide systems across functional areas Maintain high customer satisfaction through the delivery of high-quality, timely, and thorough solutions to customer problems Maintain high customer satisfaction through the delivery of high-quality, timely and thorough solutions to our clients Enhance & increase ServiceNow knowledge by doing continuous learning, training and certification Manage and lead a team of employees, communicate company goals, safety practices, and deadlines to the team. Motivate team members and assesses their performance. Provides help to management, including hiring and training, and keeps control updated on team performance. Own a distinct aspect of project delivery Conduct training & workshops Basic requirements 5-7 years of professional experience Expert ServiceNow knowledge Sound JavaScript knowledge Openness to travel Tertiary education preferred Professional qualifications and education requirements Extensive work-experience in ServiceNow projects Integration project experience ServiceNow admin certification (CSA) ITSM Experience Excellent problem solving & communication skill Team lead & project management skill Embrace design thinking Additional preferred skills ITIL Foundation Certified ServiceNow certified application developer (CAD) ServiceNow certified implementation specialist (CIS)
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