Senior Customer Success Manager - Financial Ser... @ ServiceNow
Your Application Journey
Email Hiring Manager
Job Details
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. Today, ServiceNow stands as a global market leader with AI-enhanced technology and impressive clientele, including 85% of the Fortune 500®. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
As a key member of the Customer Success team, you will be a trusted advisor and the single point of contact for your portfolio of customers. You will guide them on their post-sale journey, build strategic long-term relationships, drive adoption, and ensure business outcomes by leveraging personalized guidance, data-driven insights, and cross-functional collaboration.
What You Get to Do in This Role
- Drive Business Outcomes: Own a portfolio of customers and ensure their business objectives are met.
- Strategic Guidance: Build trusted advisor relationships and align solutions with customer goals.
- Customer Success & Adoption: Increase product utilization and drive customer satisfaction.
- Create Tailored Success Plans: Develop success plans with clear milestones and regular reviews.
- Lead Issue Resolution: Monitor customer health and resolve issues collaboratively.
- Drive Innovation and Advocacy: Share success stories and create new use cases.
- Cross-Functional Collaboration: Work with Sales, Account Management, and Support to ensure a seamless customer experience.
Qualifications
- Experience integrating AI into work processes using advanced tools.
- Strong knowledge of SaaS platforms, especially ServiceNow.
- Experience in the financial services sector is ideal.
- 8+ years in a consultative technology environment with digital solutions.
- Proven track record in Customer Success with high satisfaction and retention rates.
- Excellent relationship-building skills at all organizational levels.
- Strong quantitative analysis abilities and problem-solving skills.
- Entrepreneurial mindset with the ability to drive initiatives in a dynamic environment.
- Outstanding written and verbal communication skills.
- Right to work in the country.
Additional Information
ServiceNow offers flexible work arrangements based on work personas (flexible, remote, or in-office). The company is an equal opportunity employer and provides accommodations for applicants. Employment is contingent upon necessary export control approvals.
Key skills/competency
- Customer Success
- Strategic Guidance
- Relationship Building
- Adoption
- SaaS
- Financial Services
- AI Integration
- Data Analysis
- Cross-Functional Collaboration
- Issue Resolution
How to Get Hired at ServiceNow
🎯 Tips for Getting Hired
- Research ServiceNow's culture: Study their mission, values, and employee testimonials.
- Customize your resume: Highlight customer success and SaaS experience.
- Emphasize relevant skills: Show expertise in AI integration and client management.
- Prepare for interviews: Practice articulating strategic and data-driven solutions.