Senior Customer Success Manager - Federal

ServiceNow•Washington, DC

4h•Onsite

About The Position

This role involves partnering with initial customers to drive product value and developing trusted advisor relationships with executive sponsors to ensure they are achieving full business value. The position requires cross-functional partnership to translate business needs and product requirements into new solutions for customers, evolving and iterating on the customer onboarding strategy, and working with internal teams and customers to drive adoption, engagement, and growth. The role also includes helping customers identify, quantify, and work toward transformational goals, adapting quickly to product changes and limitations, and communicating these strategically to stakeholders. Additionally, the Senior Customer Success Manager will act as the voice of the customer, gathering feedback and contributing to the product roadmap.

Requirements

5+ years of account management, implementation, or sales experience in software/SaaS
Prior experience supporting Federal customers is required.
Experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience
Experience supporting deployments with large enterprise customers
Process focused with strong problem-solving ability
Experience building strong internal and external relationships, including with senior-level executives throughout companies
Diplomatic, tactful, and poised under pressure
Voracious appetite to learn and grow
Completed a Bachelor’s degree
Willing to travel 10-25% of the time
MUST RESIDE IN THE DC METRO AREA

Responsibilities

Partner with our initial customers to drive product value
Develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value
Partner cross-functionally to translate business needs and product requirements into new solutions for customers
Evolve and iterate on our customer onboarding strategy
Work with internal teams and customers to drive adoption, engagement and growth
Help customers identify, quantify, and work toward transformational goals in partnership with Moveworks
Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
Act as the voice of the customer, gathering customer feedback and helping share the product roadmap
Manage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle.
Explain technical solutions, establish goals, develop opportunities, build + sell business cases, and improve customer experience
Support deployments with large enterprise customers