Associate Customer Success Manager - ServiceNow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

This role is part of the Global Guided Impact organization. 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 to, drives consumption
of Impact accelerators, and training courses.

Responsibilities:
• Oversee a large portfolio of commercial and enterprise 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.
• Prioritizing and driving resolution on escalated customer issues.
• Partner with account teams to help customers meet business objectives and
achieve success.
• Build Customer Impact Plan that outlines success factors, metrics for success,
potential issues, and recommendations.
• Promote ServiceNow customer success stories and processes

To be successful in this role you have:
• 3+ Years of related work experience; Customer Success, Project
Management, Business Admin, and/or SaaS.
• Ability to take full ownership of customer portfolio, act with autonomy, and
make key decisions to drive effective customer outcomes.
• Ability to drive effective and influential 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 is a plus

Note: This is an in office-flexible role. The expectation is to be in-office (San Diego) 2 days a week.

FD21

For positions in California (outside of the Bay Area), we offer a base pay of $70,600 - $109,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations 

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

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