Customer Success Manager jobs in United States

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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

ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications. We are redefining markets and changing the perception of enterprise software. Our cloud platform allows enterprise IT to bring together business strategy, application design and operations in a powerfully simple solution.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo. People who are more interested in how things could become. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out.

What you get to do in this role:

• Be part of the Risk Product Success team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
• Handle customer issues that are unable to be solved by Support or professional services.
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines
• Application Configuration
• Workflow Configuration
• UI Configuration
• Development of required client specific reporting
• Be a key member of the overall implementation partner team
• Prepare client facing and internal deliverables that are technology related
• Mentor field resources in implementation methodology, configuration, and best practices for the Risk application suite
• Lead requirement gathering workshops to identify use cases and value-based acceptance criteria
• Drive the continuous improvements of our implementation methodology based on client experiences
• Up to 50% travel annually

Responsibilities

• Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
• Communicate effectively with people having a broad range of technical knowledge. (Internally, partners and customers, directors to implementation specialists/engineers)
• Collect customer requirements, use cases, and requests from the field for product feature sets
• Explore new cutting-edge technologies for potential incorporation into different products
• Develop best practice protocols based on experience collected from customer implementations.
• Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases.
• Handle customer issues that are unable to be solved by Support or professional services.
• Document a problem and solution in an after-action report that can be used to prevent future occurrences.

We need someone who has strong technical understanding and experience in one or more of the following areas:

• Proven experience in defining and deploying to be best practice GRC processes and in identifying solutions from a people, process and technology perspective

• Strong understanding and experience with leading GRC toolsets such as ServiceNow, MetricStream, IBM RSA Archer, BWise, and SAP.
• Solid experience in requirements gathering, including experience in creating process mapping documentation
• Proven experience in driving process improvement recommendations in a Shared Services environment
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience in analyzing and recommending GRC management strategies based on business priorities
• Experience in delivering Capability Assessments in a Shared Services environment
• Prior experience in using scripting language (any of powershell, ssh, python, javascript. Xpath, Exhibits), web technology and the ability to learn new technology
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• A degree or equivalent, preferably in Information Technology or Cyber Security (preferred)
• Strong understanding of GRC technologies
• Familiarity with frameworks like NIST, ISO and SOX, GDPR regulations are preferred.
• Experience working in a large government or corporate enterprise environment.
• Responsible for understanding business and technical problems addressed by the products including applicable regulations, business drivers, security, and evolving business needs, etc.
• Process analysis and improvement
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles
• Consulting background highly preferred

Qualifications

ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications. We are redefining markets and changing the perception of enterprise software. Our cloud platform allows enterprise IT to bring together business strategy, application design and operations in a powerfully simple solution.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo. People who are more interested in how things could become. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out.

What you get to do in this role:

• Be part of the Risk Product Success team that manages and drives the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
• Handle customer issues that are unable to be solved by Support or professional services.
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues, often spanning multiple product lines
• Application Configuration
• Workflow Configuration
• UI Configuration
• Development of required client specific reporting
• Be a key member of the overall implementation partner team
• Prepare client facing and internal deliverables that are technology related
• Mentor field resources in implementation methodology, configuration, and best practices for the Risk application suite
• Lead requirement gathering workshops to identify use cases and value-based acceptance criteria
• Drive the continuous improvements of our implementation methodology based on client experiences
• Up to 50% travel annually

Responsibilities

• Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction.
• Communicate effectively with people having a broad range of technical knowledge. (Internally, partners and customers, directors to implementation specialists/engineers)
• Collect customer requirements, use cases, and requests from the field for product feature sets
• Explore new cutting-edge technologies for potential incorporation into different products
• Develop best practice protocols based on experience collected from customer implementations.
• Analyze intricate problem scenarios and develop creative solutions to resolve these issues in real time, as well as port back selected solutions into general releases.
• Handle customer issues that are unable to be solved by Support or professional services.
• Document a problem and solution in an after-action report that can be used to prevent future occurrences.

We need someone who has strong technical understanding and experience in one or more of the following areas

• Proven experience in defining and deploying 'to be' best practice GRC processes and in identifying solutions from a people, process and technology perspective

• Strong understanding and experience with leading GRC toolsets such as ServiceNow, MetricStream, IBM RSA Archer, BWise, and SAP.
• Solid experience in requirements gathering, including experience in creating process mapping documentation
• Proven experience in driving process improvement recommendations in a Shared Services environment
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience in analyzing and recommending GRC management strategies based on business priorities
• Experience in delivering Capability Assessments in a Shared Services environment
• Prior experience in using scripting language (any of powershell, ssh, python, javascript. Xpath, Exhibits), web technology and the ability to learn new technology
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• A degree or equivalent, preferably in Information Technology or Cyber Security (preferred)
• Strong understanding of GRC technologies
• Familiarity with frameworks like NIST, ISO and SOX, GDPR regulations are preferred.
• Experience working in a large government or corporate enterprise environment.
• Responsible for understanding business and technical problems addressed by the products including applicable regulations, business drivers, security, and evolving business needs, etc.
• Process analysis and improvement
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles
• Consulting background highly preferred

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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