Customer Success Manager

Waltham, Massachusetts, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, Cloud Computing, Artificial IntelligenceIndustries

Requirements

Candidates should have over 5 years of experience in customer professional services or related business support, with experience in leveraging or integrating AI into work processes. The ability to provide independent comprehensive services and resolve issues through analysis and collaboration is essential. ServiceNow accreditations or certifications are a plus.

Responsibilities

The Customer Success Manager will act as a customer advocate, overseeing a portfolio of customers to help them achieve business outcomes and increase adoption of ServiceNow products. This includes providing prescriptive guidance, bringing best practices and innovations to customers, ensuring technical health and recent product versions, and identifying opportunities for assistance using Success Plays. The role also involves promoting customer success stories, ensuring customers maximize value from their investment, working with internal teams to improve product adoption, and resolving escalated client issues.

Skills

Customer Success

AI Integration

Problem-Solving

Process Improvement

Product Adoption

Client Relationship Management

Technical Support

Cloud Platform

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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