Associate Customer Success Manager at ServiceNow

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
3+ years of related work experience in 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 (a plus)

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementServiceNowImpact GuidedCustomer ExperiencePlatform HealthLicense ManagementIssue ResolutionCustomer Impact PlanTraining Orchestration

Questions & Answers

Common questions about this position

Is this role remote or on-site?

This is an on-site position.

What experience is required for this role?

Candidates need 3+ years of related work experience in Customer Success, Project Management, Business Admin, and/or SaaS, along with experience leveraging or critically thinking about AI integration into work processes.

What key skills are needed to succeed in this Customer Success Manager role?

Essential skills include taking full ownership of a customer portfolio with autonomy, driving influential conversations with stakeholders, facilitating discussions, leveraging data and analytics for decisions, and collaborating with cross-functional teams.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this Associate Customer Success Manager role?

A strong candidate has 3+ years in Customer Success or related fields, AI integration experience, autonomy in managing customer portfolios, strong stakeholder communication skills, data-driven decision-making, and a commitment to continuous learning.

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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