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Associate Customer Success Manager
2 weeks ago
- Oversee a large portfolio of commercial and enterprise accounts.
- Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience.
- Ensure customers are technically healthy and on the most recent version of our product.
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
- Prioritizing and driving resolution on escalated customer issues.
- Partner with account teams to help customers meet business objectives and achieve success.
- Build Customer Impact Plan that outlines success factors, metrics for success, potential issues, and recommendations.
- Promote ServiceNow customer success stories and processes.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 3+ Years of related work experience; Customer Success, Project Management, Business Admin, and/or SaaS.
- Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
- Ability to drive effective and influential conversations with various stakeholders and leadership levels.
- Ability to facilitate discussions and navigate customers' objections.
- Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
- Proven ability to collaborate effectively with cross-functional teams.
- Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies.
- Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
- Passionate about customers and value realization.
- Outstanding communication and presentation skills.
- ServiceNow experience and/or certifications is a plus.
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