ServiceNow is looking for a Senior Customer Success Manager - Financial Services to join our Customer Success team. In this role, you will act as a trusted advisor and single point of contact for a portfolio of customers, guiding their post-sale journey to ensure they achieve their business objectives and maximize the value of their ServiceNow investment. You will combine strategic thinking, customer relationship management, and operational excellence to ensure customers receive the most value from their ServiceNow products.
What You'll Do
- Own a portfolio of customers, guiding them through the entire post-sale experience to ensure they achieve business objectives and maximize the value of their ServiceNow investment.
- Build trusted advisor relationships with key stakeholders at multiple levels within the customer organization and align ServiceNow’s solutions with their business goals.
- Drive adoption and product utilization across your accounts, ensuring customers gain maximum value from their ServiceNow products and expanding use cases.
- Develop personalized success plans for each customer with clear milestones and outcomes, conducting regular quarterly reviews.
- Proactively monitor customer health, addressing potential risks and escalated issues in a timely and collaborative manner.
- Be a champion for ServiceNow, sharing customer success stories and helping create new use cases that showcase the impact of the platform.
- Partner closely with Sales, Account Management, and other internal stakeholders to align on strategy and ensure a cohesive experience for customers.
What We're Looking For
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Strong knowledge of ServiceNow or similar SaaS platforms.
- Experience working within the financial sector industry.
- 8+ years of experience working in a technology-driven, consultative environment helping customers deploy and derive value from digital solutions.
- Proven track record of driving successful business outcomes for customers, ensuring high levels of satisfaction, adoption, and renewal.
- Strong interpersonal skills with a proven ability to build and maintain relationships with senior customer stakeholders, including C-level executives.
- Strong quantitative analysis abilities, with a knack for assessing customer needs and identifying opportunities for improvement or expansion.
- A creative, high-energy, self-starter who thrives in fast-paced, ambiguous and dynamic environments.
- Ability to work across various internal functions (Sales, Product, Support) to ensure alignment and success for the customer.
- Exceptional written and verbal communication skills, comfortable presenting to senior stakeholders.
- Right to work in the country.
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.
