Associate Customer Success Manager

Job Description

What you get to do in this role: This role is part of the Global Guided Impact organization. The CSM serves as a named resource to customers who purchase ServiceNow Impact Guided, a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster. The CSM orchestrates all deliverables Impact Guided customers are entitled to, drives consumption of Impact accelerators, and training courses. Responsibilities: Oversee a large portfolio of commercial and enterprise accounts. Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience. Ensure customers are technically healthy and on the most recent version of our product. Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses. Prioritizing and driving resolution on escalated customer issues. Partner with account teams to help customers meet business objectives and achieve success. Build Customer Impact Plan that outlines success factors, metrics for success, potential issues, and recommendations. Promote ServiceNow customer success stories and processes. To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools,