Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description

WHAT YOU GET TO DO IN THIS ROLE:

This role is part of the Global Guided Impact organization. The CSM serves as a named resource to customers who purchase ServiceNow Impact Guided, a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster. The CSM orchestrates all deliverables Impact Guided customers are entitled to, drives consumption of Impact accelerators, and training courses.

Responsibilities:

• Oversee a large portfolio of commercial and enterprise accounts.
• Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience.
• Ensure customers are technically healthy and on the most recent version of our product.
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
• Prioritizing and driving resolution on escalated customer issues.
• Partner with account teams to help customers meet business objectives and achieve success.
• Build Customer Impact Plan that outlines success factors, metrics for success, potential issues, and recommendations.
• Promote ServiceNow customer success stories and processes.

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• Experience in 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.
• 3+ Years of related work experience; Customer Success, Project Management, Business Admin, and/or SaaS.
• Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
• Ability to drive effective and influential conversations with various stakeholders and leadership levels.
• Ability to facilitate discussions and navigate customers’ objections.
• Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
• Proven ability to collaborate effectively with cross-functional teams.
• Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies.
• Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
• Passionate about customers and value realization.
• Outstanding communication and presentation skills.
• ServiceNow experience and/or certifications is a plus.
  Note: This is an in office-flexible role. The expectation is to be in-office 2 days a week
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