Pay Range
Annually:
$93,600 - $154,400
No equity
Description
What you get to do in this role:
The role of the Customer Success Manager is to act as an advocate for our customers. You will 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. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.
Become an expert in ServiceNow's customer success methodology.
Drive the customer engagements 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.
Qualifications:
3+ years of experience providing customer professional services or related business support.
IC Poly clearance is required for this role, and will need to be located in the Vienna, Virginia area.
Ability to provide independent comprehensive services.
Familiarity with digital transformation, or project management.
Experience resolving issues through analysis.
Experience in working collaboratively.
ServiceNow accreditations or certifications a plus.
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.
For positions in the District of Columbia, we offer a base pay of $93,600-$154,400, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
