Manager, Customer Success Management

<h3>Company Description</h3><p>At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. </p> <p>With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.</p> <p>Learn more on <a href="https://blogs.servicenow.com/category/life-at-now.html">Life at Now blog</a> and <a href="https://www.youtube.com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB">hear from our employees</a> about their experiences working at ServiceNow.</p> <p>Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.</p><h3>Job Description</h3><p>As a Manager of the Customer Success Management team you will be responsible for developing a team of Customer Success Managers (CSMs) You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.</p><p>What you get to do in this role:</p><p>Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.</p><p>· Lead your team to improve technical health, deployment and adoption activities for their portfolio</p><p>· Coach your team members to help them grow their careers</p><p>· Ensure customer needs are met and roadblocks are removed</p><p>· Manage the portfolio of accounts, hitting your goals and driving overall customer success</p><p>· Partner with and assign activities to other team members to achieve outcomes and address customer needs</p><p>· Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses</p><p>· Reduce the number of escalated customers</p><p>· Improve best practice development and guide team members</p><p>· Lead and drive operational rigour across your team and ensure team members are performing at their best</p><p>This role will required 2- 3 days a week in the office </p><h3>Qualifications</h3><p>To be successful in this role you have:</p> <p>· 5+ years of related work experience; OR equivalent work experience</p> <p>· Demonstrated success leading and growing a team of individual contributors.</p> <p>· Ability to be creative, comfortable running projects independently</p> <p>· Desire to solve complex issues through analysis and resolution</p> <p>· Highly data-driven with a commitment to drive business outcomes and value realization across the portfolio.</p> <p>· Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)</p><h3>Additional Information</h3><p>ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.</p> <p>At ServiceNow, we lead with flexibility and trust in our distributed world of work. <a href="https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf">Click here</a> to learn about our work personas: flexible, remote and required-in-office.</p> <p>If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at <a href="mailto:talent.acquisition@servicenow.com">talent.acqu