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The Customer Success Manager (CSM) will be in a hybrid CSM + project lead role. The CSM serves as a named resource to customers who purchase ServiceNow Impact Guided, a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster. The CSM orchestrates all deliverables Impact Guided customers are entitled too, drives consumption of Impact accelerators, and training courses. They also will develop executive relationships across their strategic accounts and will be a single point of contact internally and externally to evangelize the Impact Guided brand. The purpose of this role is to accelerate time to value, mitigate risks; as well as, to support the GEO Guided Leadership team with programs and GEO based initiatives to enhance the customer and employee experience.  

What you get to do: 

• Customer: oversee a small group of strategic accounts.  
  • Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience.  
  • Ensure customers are technically healthy and on the most recent version of our product.  
  • Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses. 
  • Proactively identify customer needs and offer tailored solutions and support to enhance the overall experience. 
• Voice of the Customer: regularly connect with customers to listen and learn, so we may continue enhancing the overall Impact Guided customer experience. 
• Renewals & Pre-sales: support Guided Leadership with renewals and pre-sales conversations to ensure Guided delivery expectations are properly set.  
• Escalation Management: manage communication, address concerns, support peers to help mitigate escalations and renewal risk. 
• Recruitment and Onboarding: lead and execute hiring strategy and effort in partnership with Talent Acquisition and the Guided Leadership team. Be involved in the onboarding and training of new hires to the Guided organization. 
• Innovation: identify, propose, and execute innovation projects. 
• Project Lead: Will take responsibility for the delivery & reporting of all major programs, projects and initiatives that involve the GEO Guided team using ServiceNow SPM & CWM applications.   

To be successful in this role you have: 

• 5+ Years of related work experience in Customer Success, Project Management, and/or SaaS companies. 
• Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.  
• Ability to effectively drive and influence conversations with various stakeholders and leadership levels. 
• Ability to facilitate discussions and navigate customers' objections. 
• Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives. 
• Proven ability to collaborate effectively with cross-functional teams. 
• Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies. 
• Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth. 
• Passionate about customers and value realization. 
• Outstanding communication and presentation skills. 
• ServiceNow experience and/or certifications  

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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