Customer Success Manager

3 weeks ago


Melbourne, Victoria, Australia ServiceNow Full time

At ServiceNow, we make work better for everyone by delivering world-class customer satisfaction. We are seeking a highly motivated and professional Customer Success Manager to join our Support Account Management (SAM) Services team.

About the Role

This is an exciting opportunity to play a critical role in driving business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs. As a key member of our SAM team, you will be responsible for delivering both proactive and reactive services and acting as a central point of contact for all support-related activities.

Key Responsibilities
  • Drive Customer Satisfaction: Deliver high-quality service to our customers, ensuring timely updates on all open cases, changes, problems, and ongoing projects.
  • Collaborate with Cross-Functional Teams: Work closely with internal account teams to identify and resolve customer issues effectively.
  • Manage Performance Metrics: Track and report on performance against service level agreements (SLAs) and implement action plans to meet and exceed commitments.
  • Communicate Effectively: Present to all levels of management, including C-Level stakeholders, using industry-leading software management tools.
Requirements
  • 4+ Years of Experience: Proven track record in technical support or customer success roles.
  • Excellent Communication Skills: Ability to communicate complex technical information to non-technical stakeholders.
  • ITIL Knowledge: Familiarity with ITIL incident, problem, and release management processes.
  • Customer-Focused: Strong ability to build relationships and drive customer satisfaction.
Benefits

We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience, along with a comprehensive benefits package, including flexible working hours, parental leave programs, and a global mentoring program. Join us in shaping the future of work



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