Full-Time Customer Success Manager- DOD

• The role of the Customer Success Manager is to act as an advocate for our customers.
• Oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance.
• Bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.
• Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
• Ensure customers are technically healthy and on the most recent version of our product
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Promote ServiceNow customer success stories and processes
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Work with ServiceNow teams to improve product adoption and increased footprint
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes.
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 3+ years of experience providing customer professional services or related business consulting support.
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• Familiarity with digital transformation, or project management,
• Comfortable with learning and explaining technical products or services.
• Ability to manage multiple customers and priorities simultaneously.
• Works well in a collaborative team environment, partnering with sales, product, and support teams.
• DOD industry experience needed
• ServiceNow accreditations or certifications a plus

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