Manager, Customer Success Management - Customer Outcomes
Onsite
Staines, United Kingdom
Staines, United Kingdom
Full Time Posted 10 days ago
Job Type
Full Time
Job Details
Job Description As a Manager of the Customer Success Management team you will be responsible for developing a team of Customer Success Managers (CSMs) You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies, and tools based on our experiences from 1000's of customer engagements. What you get to do in this role: Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.
- Lead your team to improve technical health, deployment, and adoption activities for their portfolio
- Coach your team members to help them grow their careers
- Ensure customer needs are met and roadblocks are removed
- Manage the portfolio of accounts, hitting your goals and driving overall customer success
- Partner with and assign activities to other team members to achieve outcomes and address customer needs
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
- Reduce the number of escalated customers
- Improve best practice development and guide team members
- 5+ years of related work experience; OR equivalent work experience
- Ability to be creative, comfortable running projects independently
- Desire to solve complex issues through analysis and resolution
- Experience leading high-functioning teams
- Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)
- Right to work in the UK
Learn more about ServiceNow
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