Customer Success Manager- Retail & Hospitality

Company Description

• The company started in San Diego, California, in 2004 when engineer Fred Luddy saw the chance to change how people work.
• Today, ServiceNow is a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85 percent of the Fortune 500.
• Their intelligent cloud-based platform connects people, systems, and processes to help organizations find smarter, faster, and better ways to work.
• The purpose is to make the world work better for everyone.

Job Description

• The Customer Success Manager (CSM) is the main contact and orchestration lead for all matters related to Impact features and benefits, based on the customer’s Impact package.
• They drive customer interactions and make sure the Impact Team meets the timelines and things to be delivered that are listed in the Customer Impact Plan. This plan defines the key actions to help the customer reach their agreed-upon business results.
• The CSM owns the Customer Impact Plan, overseeing the delivery of Impact packages and driving customer action by understanding adoption metrics and matching them to customer Key Performance Indicators (KPIs) and business goals.
• They are also responsible for managing important risks and ways to reduce them.
• They conduct periodic Customer Business reviews with the customer to give updates, adjust the Impact Plan, and report on adoption.
• Ultimately, CSMs aim to make sure customers reach their desired results and build a strong relationship to improve customer satisfaction and keep customers.

Job Responsibilities

• Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges.
• Make sure customers are technically healthy and on the most recent version of the product.
• Find criteria for helping your customers by using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Make sure customers get the most value from their ServiceNow investment and use their licenses.
• Work with ServiceNow teams to improve product adoption and increase footprint.
• Make sure any escalated client problems are fixed quickly, using resources from across the company ecosystem.
• Act as a customer advocate within the company, making sure customer views and needs are shown in decision-making processes.
• Build and keep strong relationships with customers, becoming a trusted advisor and supporter of their needs.
• Oversee a varied customer portfolio and make sure structured deliverables are executed, moving them along their Success Path by connecting customer business goals, capabilities, and success metrics.
• Make sure onboarding is finished by the CS Guide team, and focus on success planning through a set process, making sure new customers transition smoothly.
• Drive suggestions and next steps based on Customer goals across ServiceNow’s success offering.
• Be effective at finding internal teams to help drive final customer success, such as with Sales, Product, and Support teams to fix problems and reduce risks.
• Evaluate customer maturity level, and any existing things blocking their adoption, fixing roadblocks with customers and giving the right suggestions to improve adoption and business value.
• Conduct effective customer interactions, including kick-off calls to review deliverables, timelines, and expected results, and check-ins to make sure platform use matches recommended approaches, and lead period reviews to track success metrics alongside the Customer Impact Plan (CIP).
• Support high-level customer advocacy by promoting success stories and use cases.

Qualifications

To be successful in this role you have:

• Experience in using or thinking critically about how to put AI into work processes, decision-making, or problem-solving. This might include using AI-powered tools, making workflows automatic, looking at AI-driven ideas, or exploring AI's possible effect on the function or industry.
• 5 or more years of experience giving customer professional services or related business support.
• Ability to give independent, complete services.
• Experience fixing problems through analysis.
• ServiceNow accreditations or certifications are a plus.
• Strategic technology and retail/hospitality industry knowledge.
• Familiarity with digital change or project management.
• Comfortable learning and explaining technical products or services.
• Ability to manage many customers and priorities at the same time.
• Works well in a team setting, partnering with sales, product, and support teams.
• Applies AI tools to make workflows simpler, create ideas, and support strategic efforts with guidance.
• Understands basic AI ideas, ethical concerns, and platform abilities, and can explain how they apply in customer situations with support.
• ServiceNow accreditations or certifications are a plus.

Additional Information

• FD21

Work Personas

• The company approaches its distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees based on the nature of their work and assigned work location.
• To check eligibility for a work persona, ServiceNow may confirm the distance between your main home and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

• ServiceNow is an equal opportunity employer.
• All qualified applicants will get thought for work regardless of 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.
• In addition, all qualified applicants with arrest or conviction records will be thought of for work in line with legal needs.

Accommodations

• The company strives to create an accessible and inclusive experience for all candidates.
• If you need a reasonable accommodation to finish any part of the application process, or are unable to use this online application and need a different way to apply, please contact [email protected] for help.

Export Control Regulations

• For jobs that need access to controlled technology subject to export control rules, including the U.S. Export Administration Regulations (EAR), ServiceNow may need to get export control approval from government authorities for certain people.
• All work is dependent on ServiceNow getting any export license or other approval that may be needed by the relevant export control authorities.