Customer Success Manager

Vienna, Virginia, 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 must have at least 3 years of experience in customer professional services or related business support, with experience in leveraging or critically thinking about AI integration into work processes. TS or SCI clearance is required, along with experience working within the Federal industry. Familiarity with digital transformation or project management, experience resolving issues through analysis, and the ability to manage multiple customers and priorities simultaneously are also necessary. Comfort with learning and explaining technical products and working collaboratively in a team environment are essential.

Responsibilities

The Customer Success Advocate will act as an advocate for customers, overseeing a portfolio to help them achieve business outcomes and foster greater adoption and usage of ServiceNow products through prescriptive guidance. Responsibilities include bringing ServiceNow's best practices and innovations to customers, ensuring customers are technically healthy and on the most recent product version, and identifying criteria for customer assistance using Success Plays. The role involves promoting ServiceNow customer success stories, ensuring customers maximize value from their investment, working with internal teams to improve product adoption and footprint, and resolving escalated client issues quickly.

Skills

Customer Success

AI Integration

Prescriptive Guidance

Product Adoption

Client Issue Resolution

Cloud Platform

AI-powered Tools

Automation

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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