Senior Customer Success Manager - Federal

Servicenow; Washington (District of Columbia); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ServiceNow is seeking a seasoned professional in the DC metro area to partner with initial customers, drive product value, and build trusted advisor relationships with executive sponsors. You will translate business needs into solutions, evolve onboarding, and work cross-functionally to drive adoption and growth.

You will also identify transformational goals in partnership with Moveworks and communicate product changes strategically to stakeholders, while acting as the voice of the customer.

Qualifications

• 5+ years of account management, implementation, or sales experience in software/SaaS.
• Experience managing U.S. Federal Government customers as trusted advisor.
• Ability to explain technical solutions and build business cases.
• Experience supporting deployments with large enterprise customers.
• Strong relationship-building with senior executives and stakeholders.

Responsibilities

• Partner with initial customers to drive product value.
• Develop trusted advisor relationships with executive sponsors to ensure business value.
• Translate business needs and product requirements into new solutions for customers.
• Evolve and iterate on the customer onboarding strategy.
• Drive adoption, engagement and growth with internal teams and customers.
• Identify, quantify, and pursue transformational goals in partnership with Moveworks.
• Communicate product changes strategically to stakeholders and act as voice of the customer.

Skills

Account management

Implementation

Sales experience in SaaS

Federal government customer experience

Explain technical solutions

Large enterprise deployments

Relationship building with executives

Diplomatic under pressure

Willing to travel

Education

Bachelor's degree

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

MUST RESIDE IN THE DC METRO AREA

What you get to do in this role:

• You partner with our initial customers to drive product value
• You develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value
• You partner cross-functionally to translate business needs and product requirements into new solutions for customers
• You will evolve and iterate on our customer onboarding strategy
• You work with internal teams and customers to drive adoption, engagement and growth
• You will help customers identify, quantify, and work toward transformational goals in partnership with Moveworks
• You will adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
• You will act as the voice of the customer, gathering customer feedback and helping share the product roadmap

Qualifications

To be successful in this role you have:

• You have 5+ years of account management, implementation, or sales experience in software/SaaS
• Manage a portfolio of U.S. Federal Government customers,serving as the trusted advisor throughout the customer lifecycle. Prior experience supporting Federal customers is required.
• You have experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience
• You have experience supporting deployments with large enterprise customers
• Process focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goal
• You have experience building strong internal and external relationships, including with senior-level executives throughout companies
• You are diplomatic, have tact and you are poised under pressure
• You possess a voracious appetite to learn and grow
• You have completed a Bachelor’s degree
• You are willing to travel 10-25% of the time

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [e-mail] 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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