Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
ServiceNow is seeking a professional to join their team and put AI to work for people. This role involves managing customer programs and events, driving customer success, and ensuring customer satisfaction and retention.
Responsibilities
- Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
- Develop a deep understanding on customer use cases and success outcomes
- Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.
- Develop strong relationships with all key decision makers and influencers across your accounts, and BU colleagues
- Build a strong base of referenceable customers and contacts within your assigned portfolio
- Collaborate effectively with the Sales organization and help provide reference to new opportunities where necessary
- Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned accounts.
- Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
- Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
- Ensure ongoing adoption by the customers of the continuously innovating within our products
- Act as the liaison between Product Management and our Customers with a focus on feature collaboration
- Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 13+ years of experience in customer-facing roles such as Solution Architect, Technical/Process Consultant, Customer Success and/or Product Manager
- Strong Telecom domain and industry knowledge and familiarity with industry standards such as TM Forum, MEF etc.
- Knowledge of customer service management, customer self-service, customer community and knowledge management processes and technologies
- Fanatical about customer success and tenacious at driving long-term customer value
- Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
- Must be able to travel up to 25% annually
Skills
- AI integration
- Customer onboarding
- Customer relationship management
- Sales collaboration
- Customer satisfaction
- Customer retention
- Risk mitigation
- Product adoption
- Feature collaboration
- Partner collaboration
- Telecom domain knowledge
- Customer service management
- Customer self-service
- Customer community management
- Knowledge management
- Data-driven analysis
- Communication skills
- Webinar hosting
Location
- AMS - North America and Canada
Work Type
- Flexible
- Remote
Experience Level
- 13+ years of experience
About the Company
- ServiceNow is an AI control tower for business reinvention, helping businesses work smarter, faster, and better with its AI platform.
- They are building an AI-native culture where technology and talent are unstoppable together.
Equal Opportunity
- ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.