Sr Customer Success Manager

Sr. Customer Success Manager - Gurgaon

As a Sr. Customer Success Manager at ServiceNow, you will be the primary advocate for our valued customers. You will manage a portfolio of clients, guiding them to achieve significant business outcomes and driving deeper adoption and usage of their purchased ServiceNow products through expert, prescriptive advice. Leveraging ServiceNow's best practices, innovations, and capabilities, you will ensure customers attain their strategic goals.

Key Responsibilities:

• Oversee customer engagements and ensure successful outcomes for your assigned portfolio.
• Maintain customer technical health and ensure they are on the latest product versions.
• Utilize and help develop existing Success Plays to support customer success.
• Collaborate with customers to create new use cases and success stories.
• Maximize customer value realization and license utilization from their ServiceNow investment.
• Coordinate and guide internal ServiceNow teams to effectively resolve customer issues.
• Manage and oversee projects as directed by leadership.
• Ensure swift resolution of escalated customer issues by mobilizing resources across the ServiceNow ecosystem.

Qualifications:

• Proven experience in leveraging or strategically integrating Artificial Intelligence (AI) into work processes, decision-making, or problem-solving. This includes utilizing AI tools, automating workflows, analyzing AI-driven insights, or assessing AI's impact on business functions or industries.
• 10-12 years of relevant professional experience, or equivalent work experience.
• Demonstrated creativity and proficiency in managing projects independently.
• A strong ability to analyze and resolve complex issues.
• Excellent collaborative and teamwork skills.
• ServiceNow certifications are highly desirable.