Senior Customer Success Manager

Company Description

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. 

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™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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.

Job Description

As a member of our Innovation Architects team, you will have a major impact on our future success by supporting ITOM Solution Sales. You will sell and implement ServiceNow latest ITOM innovations with the support and partnership of Product Management, and the executive team. This is a hands-on technical role, and at the same time a business-oriented role, for architects who can go wide and deep on solution delivery and solution positioning during sales cycles and implementations.

What you get to do in this role:

The Product Innovation Architect is both a technical consultant role, acting as the expert in the most advanced tools we have to offer, along with business and value discussions, allowing you to merge both worlds of deep technical knowledge and high level customer facing skills.

                • Support product sales as a technical and domain expert of a client-facing sales team

                • Lead discovery workshops to determine customers' challenges and give product demonstrations to align our solution with customer needs

                • Answer product feature and technical questions from customers, channel partners and ServiceNow colleagues

                • Implement products in a production environment and help customers realize value and commit to a success story

                • Provide feedback to product management about product enhancements that can address customer needs

                • Share and learn best practices and re-usable assets with other Solution Consultants to enhance the quality and efficiency of the team

                • Stay current on competitive analysis and market differentiation

                • Support marketing events including executive briefings, conferences, user groups, and trade shows

Qualifications

To be successful in this role you have:

                • 7+ years of pre-sales solution consulting or sales engineering experience in SaaS products, preferably ServiceNow ITOM products

                • Experience working collaboratively with product management, product marketing, partners, and professional services

                • Hands on experience with light scripting, operating systems, network and other infrastructure

                • Travel, as necessary

                • Nice to haves:

                                ○ Proficiency with the ServiceNow platform or technical expertise with cloud software solutions (AWS or Azure) - advantage

                                ○ Hands on multi cloud management

                                ○ Ability to pass ServiceNow's federal qualifications

                                ○ Territory management skills, including pipeline building and working with Sales counterpart to guide execution excellence

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For positions in New York City, we offer a base pay of $106,900 - $187,100, 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 qu