Role descriptionJob Title: ServiceNow Senior Customer Success Manager
Location: Santa Clara, CA (Remote)
Job Description:
- Oversee the engagement and outcomes for customers in your portfolio
- Ensure customers are technically healthy and on the most recent version of our product
- Leverage existing Success Plays to assist customers but also assist new Success Plays
- Work with customers to create new use casesuccess stories
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
- Guide other ServiceNow teams to address customer issues
- Oversee projects identified by leaders
- Ensure any escalated clients are resolved quickly using resources from across the company ecosystem
Qualifications
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving
- This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry
- Minimum 7 years of related work experience OR equivalent work experience
- Creativity with comfort running projects independently
- Improve complex issues through analysis and resolution
- Succeed in working collaboratively
- ServiceNow accreditations or certifications a plus
- Ability to provide independent comprehensive services
- Experience resolving issues through analysis
- Strategic technology industry knowledge
- Comfortable with learning and explaining technical products or services
- Ability to manage multiple customers and priorities simultaneously
- 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
