ServiceNow

Customer Success Manager

ServiceNow
Santa Clara, CA, USA
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

Welcome to ServiceNow, where we are dedicated to revolutionizing the way businesses operate and deliver customer service. We are currently seeking a driven and passionate Customer Success Manager to join our team and help us continue to exceed our customers' expectations. As a Customer Success Manager, you will be responsible for building strong relationships with our clients, understanding their needs and goals, and ensuring their success with our products and services. If you have a strong customer service background, excellent communication skills, and a desire to make a positive impact, we want you on our team!

  1. Develop and maintain strong relationships with clients to ensure customer satisfaction and retention.
  2. Serve as the main point of contact for clients, addressing their inquiries and concerns in a timely and professional manner.
  3. Understand and analyze clients' needs and goals to identify opportunities for upselling and cross-selling.
  4. Collaborate with sales and product teams to develop strategies for enhancing customer success.
  5. Conduct regular check-ins with clients to provide product updates and gather feedback.
  6. Develop and deliver training and onboarding sessions to ensure clients are maximizing the value of our products and services.
  7. Act as a customer advocate within the company, relaying feedback and suggestions to improve the overall customer experience.
  8. Monitor and track customer usage and performance metrics to proactively identify and address any issues.
  9. Ensure timely and accurate resolution of customer escalations.
  10. Stay up-to-date on industry trends and best practices to continuously improve customer success strategies.
  11. Prepare and present reports to upper management on customer satisfaction and retention.
  12. Continuously seek opportunities to improve processes and procedures to enhance the overall customer experience.
Where is this job?
This job is located at Santa Clara, CA, USA
Job Qualifications

  • Excellent Communication Skills: A Customer Success Manager At Servicenow Must Possess Exceptional Communication Skills To Effectively Interact With Customers At All Levels. This Includes Being Able To Listen Actively, Articulate Ideas Clearly, And Convey Complex Technical Information In A Simple And Understandable Manner.

  • Strong Technical Background: A Strong Understanding Of Servicenow's Products And Services Is Essential For A Customer Success Manager. They Should Have A Technical Background And Be Able To Troubleshoot And Resolve Customer Issues Related To The Platform.

  • Ability To Build And Maintain Relationships: Building Strong Relationships With Customers Is Crucial For A Customer Success Manager At Servicenow. This Includes Identifying And Understanding Their Needs, Addressing Their Concerns, And Providing Timely And Effective Solutions.

  • Proven Track Record In Customer Success: A Successful Customer Success Manager At Servicenow Should Have A Track Record Of Consistently Meeting And Exceeding Customer Expectations. This Includes A Strong Understanding Of Customer Success Metrics, Such As Retention Rates, Customer Satisfaction, And Upsell/Cross-Sell Opportunities.

  • Project Management Skills: As A Customer Success Manager, One Must Be Able To Manage Multiple Projects And Tasks Simultaneously. This Includes Setting And Meeting Project Timelines, Delegating Tasks, And Effectively Communicating Project Updates To Both Internal Teams And Customers.

Required Skills

  • Data Analysis

  • Account Management

  • Communication

  • Time Management

  • Relationship Building

  • Problem-Solving

  • Customer retention

  • Training and Onboarding

  • Customer advocacy

  • Cross-Functional Collaboration

  • Technical Expertise

Soft Skills

  • Communication

  • Conflict Resolution

  • Emotional Intelligence

  • Leadership

  • Time management

  • creativity

  • Teamwork

  • Active Listening

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Customer Success Manager in Santa Clara, CA, USA is $80,000-$120,000 per year. This may vary depending on the specific company, industry, experience level, and other factors.

Additional Information
ServiceNow is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedMarch 13th, 2024
Apply BeforeMay 22nd, 2025
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About ServiceNow

ServiceNow is a Santa Clara, California-based software company that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.

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