Enterprise Customer Success Manager

hace 1 día

San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

At ServiceNow, we're shaping the future of work.

We're a team of innovators, thinkers, and problem solvers who are passionate about helping our customers succeed. We believe in creating an environment that fosters collaboration, creativity, and growth.

As an Enterprise Customer Success Manager, you'll play a critical role in driving customer success and adoption within our AMS region. You'll be responsible for building strong relationships with our customers, understanding their business needs, and providing guidance on how to get the most out of our products and services.

Key Responsibilities:

  • Customer Success Focus: Serve as a trusted advisor to our customers, helping them achieve measurable outcomes and unlock the full potential of our solutions.
  • Cross-functional Collaboration: Partner with internal teams and stakeholders to identify opportunities, resolve issues, and differentiate our platform in the marketplace.
  • Executive Engagement: Manage and nurture relationships to align customer needs with business outcomes and ensure ongoing value realization.
  • Best Practices and Enablement: Support customers in attending our workshops on governance, adoption models, internal champions, and platform maturity to accelerate customer success.
  • Escalation Management: Quickly resolve escalated customer issues by leveraging resources from across the company and maintaining high levels of customer engagement.
  • Outcome-Driven Engagement: Support execute customer success plans with clear goals, timelines, and success metrics, ensuring customers see the value in our solutions.

What You'll Do:

  • Work with a large portfolio of AMS customers to understand their business drivers, challenges, and desired outcomes.
  • Serve as the trusted advisor to your customers, providing prescriptive guidance on how to best leverage our platform to meet their goals.
  • Engage in cross-functional partnerships within the regional hub, collaborating with internal teams to deliver seamless customer experiences.
  • Facilitate Business Reviews and other strategic sessions, ensuring alignment between customer needs and our solutions.
  • Contribute to the Customer Excellence Group's thought leadership by developing case studies, customer success assets, and best practices.

About the Role:

We're looking for a highly motivated and results-driven professional with 2-5 years of experience in customer-facing roles such as Business Development, IT Consulting, Customer Success, or Strategic Consulting. A postgraduate degree in a business-related field and relevant work experience would be beneficial. SaaS experience preferred, with an understanding of enterprise solution selling and customer engagement in a technical environment and navigating complex organizational structures.

Salary: $80,000 - $110,000 per annum, depending on experience.

Benefits: Our comprehensive benefits package includes health insurance, retirement savings plan, paid time off, and access to cutting-edge technology and training programs.

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