Sr Customer Success Manager

Santa Clara, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Computing, Enterprise Software, Artificial IntelligenceIndustries

Requirements

Candidates should have a minimum of 7 years of related work experience, or equivalent experience, with a strong understanding of AI integration into work processes. Strategic technology industry knowledge, HCLS industry knowledge, and the ability to provide independent comprehensive services are required. ServiceNow accreditations or certifications are a plus. Candidates must be comfortable learning and explaining technical products or services, possess creativity with comfort running projects independently, and excel at improving complex issues through analysis and resolution, as well as succeeding in collaborative work environments.

Responsibilities

The Sr Customer Success Manager will act as the primary point of contact for Impact features, ensuring the Impact Team meets defined timelines and deliverables. They will own the Customer Impact Plan, oversee the delivery of Impact packages, and drive customer action by understanding adoption metrics and aligning with customer KPIs. Responsibilities include managing critical risks, conducting Customer Business reviews, advocating for customers, guiding them to achieve business outcomes, fostering greater adoption and usage of ServiceNow products, bringing best practices and innovations to customers, ensuring customers are technically healthy and on the latest product version, leveraging and assisting with new Success Plays, creating new use cases and success stories, ensuring customers maximize value from their ServiceNow investment and use their licenses, guiding other ServiceNow teams to address customer issues, overseeing projects, and ensuring escalated client issues are resolved quickly.

Skills

Customer Success Management

Customer Relationship Management

Account Management

Business Outcomes

Adoption Metrics

KPI Alignment

Risk Management

Mitigation Strategies

Customer Business Reviews

Customer Retention

ServiceNow 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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