Customer Success Manager
Full-time Employee Type: Regular Region: EMEA - Europe, Middle East and Africa Work Persona: Flexible or Remote
Company Description
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.
Job Description
As part of the Customer Success team, you will be responsible for proactively engaging with our customers to ensure their success on their ServiceNow journey. You will act as a trusted advisor for the customers, working closely with them to understand their business needs and challenges.
We are looking for someone has a passion for customer success and uses their interpersonal skills to build great customer relationships. You will work with our customers and the account team to manage their post-sale experience; to drive consumption, adoption and customer satisfaction through standardised services and best practices.
Oversee the Customer Success engagement for customers in your portfolio, understanding each customer's needs and challenges Orchestrate the Success Squad and drive towards business outcomes for customers in your portfolio Coordination of meetings & action items and overall management of the customer; utilising our Impact Digital Experience Educate customers on resources they have available to them Create mutual customer success plans Conduct periodic touchpoints to review current state, ensure that the deliverables are being met against the timeline and engaging of the right resources at the right time Evangelize ServiceNow customer success stories and processes You will ensure that customers derive the maximum value from their ServiceNow investment and utilize their licenses Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased footprint Provide internal customer status updates and ensure any red accounts are resolved quickly, leveraging resources from across the company ecosystem as needed Collaborate and knowledge share with the EMEA/ UAE / KSA CSM Team
Qualifications
We all enjoy our work if we can achieve and celebrate successes – internally and of course for our customers. While we provide you with a comprehensive onboarding journey when you start in this role, you also need to come with a set of relevant experiences and skills that we can build upon.
To be successful in this role you have
A passion for building trusted relationships with customers Fluent in English (C level) 5+ years experience, ideally in a consultative, strategic and analytical customer-facing role Experience driving complex issues through analysis and resolution Thrive in working collaboratively and cross-functionally Experience managing projects Comfortable working with / presenting to senior internal & external stakeholders Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a “start-up paced” environment ServiceNow product knowledge and/or experience in an IT (SaaS) industry/environment Right to work in the country you have applied to
Additional Information
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. .
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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Customer Success Manager
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