Posted: July 2, 2024
Job Summary
The ServiceNow Customer Success Manager is responsible for service delivery excellence and customer satisfaction. Working with SHI's development and project management teams, the Customer Success Manager will define and optimize the processes and strategies that lead to the expected outcomes and ultimately optimize the customers' investment in ServiceNow.
The Customer Success Manager will also lead the process of establishing a ServiceNow deployment road map for each customer and establish the guiding principles for their journey including Organizational Change Management.
About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $14 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees - all 6,000 of them. If you join our team, you'll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive - in our offices or yours.
Responsibilities
_Include, but are not limited to: _
Optimizing the customer experience through periodic meetings around projects, roadmaps and change management
Executing against given key performance indicators including customer satisfaction, customer retention, and growth of customers business
Engaging and building relationships with the ServiceNow organization and SHI's field salesforce to effectively optimize the customer experience
Working with SHI's field salesforce to ensure they are reviewing ServiceNow roadmaps with stakeholders within the customers organization
Continuous learning and development on new product technology offerings and ServiceNow specific offerings and programs
A player/coach in training customers as part of go-live preparation
Ability to deliver presentations at selected conferences and events as an SME on ServiceNow
Qualifications
Bachelor's degree or relevant work experience
5+ years of management experience
5+ years of experience in ServiceNow consulting, delivery and operations
10+ years of experience as an IT professional in a customer environment, Service Desk experience a plus
Required Skills
Superior organizational and people management skills including project/time management abilities
Strong understanding of the ServiceNow ecosystems including licensing
A linear, logical thinking style with ability to break down and solve difficult problems
Excellent communications and presentation skills with ability to simplify and explain complex problems to stakeholders of all levels
Entrepreneurial mindset with ability to identify value in an unstructured situation
Emotional intelligence, flexible work style, and excellent diplomatic skills across all levels of the organization
Strong entrepreneurial spirit and a desire and willingness to 'do whatever it takes'
Client-oriented, professional services mind-set
Ability to stay self-motivated and self-directed
Willingness to adapt to changing business and technical priorities
Ability to work in a fast-paced, high-performance team environment
Additional Information
The estimated annual pay range for this position is $150,000 - $200,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual.
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
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Job Locations US-Remote | US-TX-Austin | US-NJ-Somerset
Requisition ID 2024-17421
Approved Min (Total Target Comp) USD $150,000.00/Yr.
Approved Max (Total Target Comp) USD $200,000.00/Yr.
Compensation Structure Base Plus Bonus
Category Technical Presales/Post Sales
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