Our Client, an IT Services and Consultant company, is looking for a ServiceNow Customer Success Manager (CSM) for their Remote location.
Responsibilities:
* Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges.
* Ensure customers are technically healthy and on the most recent version of our product.
* Identify criteria for assisting your customers by using Success Plays in the Success Platform.
* Promote ServiceNow customer success stories and processes.
* Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
* Work with ServiceNow teams to improve product adoption and increase footprint.
* Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem.
* Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes.
* Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.
* Oversee a diverse customer portfolio and ensure execution of structured deliverables; moving them along their Success Path by linking customer's business objectives, capabilities and success metrics.
* Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers.
* Drive recommendations and next steps based on Customer goals across ServiceNow's success offering.
* Effective at identifying internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks.
* Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value.
* Conduct effective customer interactions including kick off calls to review deliverables, timelines and expected outcomes, and check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP).
* Support high level customer advocacy by promoting success stories and use cases.
Requirements:
* Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
* 3+ years of experience providing customer professional services or related business support
* Ability to provide independent comprehensive services
* Experience resolving issues through analysis
* ServiceNow accreditations or certifications a plus.
* Strategic technology industry knowledge
* Familiarity with digital transformation or project management
* Comfortable with learning and explaining technical products or services
* Ability to manage multiple customers and priorities simultaneously
* Works well in a collaborative team environment, partnering with sales, product, and support teams
* Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.
* Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.
* 12.00 Years of Experience.
Why Should You Apply?
* Health Benefits
* Referral Program
* Excellent growth and advancement opportunities
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