Customer Success Manager- DOD

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, Information TechnologyIndustries

Requirements

Candidates must have at least 3 years of experience in customer professional services or business consulting, with the ability to provide independent comprehensive services and resolve issues through analysis. Familiarity with digital transformation or project management is required, along with the ability to learn and explain technical products, manage multiple customers simultaneously, and work collaboratively. DOD industry experience is essential, and ServiceNow accreditations or certifications are a plus. Experience leveraging or critically thinking about integrating AI into work processes is also necessary.

Responsibilities

The Customer Success Manager will act as an advocate for customers, overseeing their engagement to help achieve business outcomes and foster greater adoption of ServiceNow products through prescriptive guidance. They will bring ServiceNow's best practices and innovations to customers, ensuring they are technically healthy and on the latest product versions. Responsibilities include identifying customer needs using Success Plays, promoting customer success stories, maximizing customer value from their ServiceNow investment, working with internal teams to improve product adoption, resolving escalated client issues, and acting as a customer advocate within the company.

Skills

Customer Success

Account Management

Prescriptive Guidance

Product Adoption

Client Relationship Management

Problem Solving

ServiceNow Platform

AI Technology

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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