Customer Success Manager, Mid Market - Moveworks
About The Position
The Customer Success Manager acts as an advocate for customers and oversees a portfolio of customers to help them achieve business outcomes and increase adoption and usage of the ServiceNow products they have purchased. The role provides prescriptive guidance and applies ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. The Customer Success Manager oversees customer outcomes, understands each customer's needs and challenges, helps ensure customers are technically healthy and using the most recent product version, and uses Success Plays in the Success Platform to identify ways to assist customers. The role promotes customer success stories and processes, helps customers maximize the value of their ServiceNow investment and use their licenses, works with internal teams to improve adoption and expand product usage, and coordinates resources across the company ecosystem to resolve escalated client issues quickly.
Requirements
- 5+ years of experience providing customer professional services or related business support.
- Ability to provide independent comprehensive services.
- Experience resolving issues through analysis.
- Experience working collaboratively.
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving; this may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Nice To Haves
- ServiceNow accreditations or certifications.
Responsibilities
- Oversee customer outcomes engagements for a portfolio of customers and understand each customer's needs and challenges.
- Help ensure customers are technically healthy and using the most recent product version.
- Identify criteria for assisting customers by using Success Plays in the Success Platform.
- Promote ServiceNow customer success stories and processes.
- Help customers obtain maximum value from their ServiceNow investment and use their licenses.
- Work with ServiceNow teams to improve product adoption and increase the customer footprint.
- Ensure escalated client issues are resolved quickly using resources from across the company ecosystem.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
