Director of Customer Success Operations

hace 6 días

San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo
Position Overview:

This managerial position is under the guidance of the AMS, Sr. Director of Customer Success and is integral to the Impact Guided division. Impact Guided is a value-enhancing initiative that merges predictive technology with human insight to assist clients in swiftly adopting ServiceNow solutions, optimizing platform performance, and accelerating value realization.

The Customer Success Team Manager plays a crucial role in mentoring and empowering a team of Customer Success Managers (CSMs) to provide outstanding value to clients, ensuring product utilization, customer satisfaction, retention, and growth. This role encompasses overseeing daily operations of the CSM team, establishing strategic objectives, and executing best practices to enhance customer engagement.

Key Responsibilities:

  • Lead, motivate, and cultivate a high-achieving team of CSMs, promoting a culture of excellence, teamwork, and ongoing improvement.
  • Supervise the CSMs as they forge and nurture robust relationships with clients, ensuring their needs are met and expectations surpassed.
  • Act as a point of escalation for intricate customer-related issues.
  • Monitor and assess key performance indicators (KPIs) associated with product adoption, customer satisfaction, retention rates, and overall team efficiency. Provide ongoing feedback and coaching to team members to drive enhancements.
  • Continuously assess and enhance customer success methodologies to boost efficiency, scalability, and effectiveness, ensuring the team adapts to the changing needs of our clients.
  • Serve as a customer advocate within the organization, ensuring client feedback is communicated to relevant stakeholders.
  • Collaborate closely with Sales, Product teams, Marketing, and other departments to ensure alignment and cooperation on customer success initiatives, contributing to the overall growth and success of the organization.
  • Leverage data and analytics to identify trends, opportunities, and areas for improvement, driving decisions that enhance customer outcomes and team performance.

Qualifications:

  • 5+ years of leadership experience in the Customer Success domain.
  • Demonstrated experience in a leadership capacity within a Customer Success or related field.
  • Strong comprehension of customer success metrics, strategies, and best practices.
  • Outstanding communication, interpersonal, and relationship-building abilities.
  • Analytical mindset with the capability to utilize data to inform decisions and strategies.
  • Proactive problem-solver with a customer-focused approach.
  • Experience in a fast-paced, dynamic environment, with an emphasis on achieving results.
  • Familiarity with ServiceNow and/or relevant certifications is advantageous.

Note: This position offers flexibility regarding work location, with an expectation of being in the office two days a week.

We value inclusivity and welcome candidates from diverse backgrounds, including those with non-traditional career paths. Unique experiences enrich our team, and a willingness to dream big makes you an exceptional candidate.

Equal Opportunity Employer:
ServiceNow is an equal 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.

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