ServiceNow Customer Success Manager

Role description

Job Title: ServiceNow Customer Sucess Manager

Location: Santa Clara, CA (Remote)

Job Description:

Oversee the customer outcomes engagement for customers in your portfolio understanding each customers 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 increase 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 decisionmaking processes

Build and maintain strong relationships with customers becoming a trusted advisor and advocate for their needs

Oversee a diverse customer portfolio and ensure execution of structured deliverables moving them along their Success Path by linking customers business objectives capabilities and success metrics

Ensure onboarding completion via CS Guide team and focus on success planning through predefined process ensuring a smooth transition for new customers

Drive recommendations and next steps based on Customer goals across ServiceNows success offering

Effective at identifying internal teams to help drive ultimate customer success such as with Sales Product and Support teams to resolve issues and mitigate risks

Evaluate customer maturity level and any existing blockers to their adoption addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value

Conduct effective customer interactions including kick off calls to review deliverables timelines and expected outcomes and checkins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan CIP

Support high level customer advocacy by promoting success stories and use cases

Qualifications

Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving

This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry

3 years of experience providing customer professional services or related business support

Ability to provide independent comprehensive services

Experience resolving issues through analysis

ServiceNow accreditations or certifications a plus

Strategic technology industry knowledge

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

Applies AI tools to streamline workflows generate insights and support strategic initiatives under guidance

Understands core AI concepts ethical considerations and platform capabilities and can explain their application in customer contexts with support

Skills

Mandatory Skills : Project Accounting, Project Financial Management, Project Governance, Project Planning

Other details

Variable Compensation: This position includes a bonus or variable payout component based on individual and organizational performance. Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

Comprehensive Medical Plan Covering Medical, Dental, Vision

Short Term and Long-Term Disability Coverage

401(k) Plan with Company match

Life Insurance

Vacation Time, Sick Leave, Paid Holidays

Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

Benefits

Compensation range: $125,000.00 to $160,000.00 per year

About LTM

LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/