Senior Customer Success Manager

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.

Responsibilities

• Oversee the engagement and outcomes for customers in your portfolio.
• Ensure customers are technically healthy and on the most recent version of our product.
• Leverage existing Success Plays to assist customers, but also assist in creating new Success Plays.
• Work with customers to create new use case/success stories.
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
• Guide other ServiceNow teams to address customer issues.
• Oversee projects identified by leaders.
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem.

Requirements

• Minimum 7 years of related work experience; OR equivalent work experience.
• Creativity with comfort running projects independently.
• Ability to improve complex issues through analysis and resolution.
• Succeed in working collaboratively.
• ServiceNow accreditations or certifications a plus.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• Strategic technology industry knowledge.
• Comfortable with learning and explaining technical products or services.
• Ability to manage multiple customers and priorities simultaneously.
• Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.
• Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.

Qualifications

• 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.
• Bachelor's degree.

Skills

• AI-powered tools
• AI
• ServiceNow
• Creativity
• Decision-making
• Ethical considerations
• Primary point of contact
• Problem-solving
• Strategic initiatives
• Customer Success
• Customer satisfaction
• Innovations
• Metrics
• Mitigation strategies
• Running projects
• Workflows

Pay

$90 - 100 per hour

Schedule

8am to 5pm