Sr Customer Success Manager

What will you do in this role? 

• 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 broader Customer Success Team 

Qualifications:

To be successful in this role you have: 

• A passion for building trusted relationships with customers  
• 7+ years’ experience, ideally in a consultative, strategic and analytical customer-facing role  
• Experience driving complex issues through analysis and resolution 
• Experience in building relationships with senior business & platform stakeholders
• Comfortable working with / presenting to senior internal & external stakeholders 
• Strong quantitative analysis skills with proven business insight and judgement
• Thrive in working collaboratively and cross-functionally across Customer Success team members (squads), internal account team and extended customer’s teams
• Experience managing projects independently.
• Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a “start-up paced” environment 
• Experience helping customers deploy and see the value of the products they have purchased.
• Experience in articulating, tracking and reporting on value delivered to customers.
• Experience of working in a global team, for an international company
• Excellent written and verbal communication skills.
• ServiceNow product knowledge and / or experience in an IT (SaaS) industry/environment. ServiceNow accreditations or certifications a plus