Company Description
Everything started in 2004 in sunny San Diego, California. Innovative engineer Fred Luddy saw the potential to transform the way we work.
Since then, ServiceNow has become a global market leader, providing innovative AI-enhanced technology to over 8,100 customers, including approximately 85% of the Fortune 500.
Our intelligent, cloud-based platform seamlessly connects people, systems, and processes, helping organizations work smarter, faster, and better.
But this is just the beginning of our journey. Will you join us in our pursuit of making the world a better place to work?
Job Description
Role Overview
An Impact Guided CSM manages a portfolio of customers, helping them achieve business outcomes in an efficient and scalable manner. You will drive the adoption and utilization of ServiceNow products, providing standardized guides and best practices to ensure customers derive maximum value. You will also serve as the primary point of contact for technical inquiries from customers, leveraging your foundational technical knowledge to provide appropriate responses and coordinate with internal teams.
Key Responsibilities:
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Manage multiple customers simultaneously and provide standardized solutions for common challenges.
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Understand customer business goals and plan and execute actions to achieve results.
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Monitor product usage, maintain technical health, and support transitions to the latest versions.
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Utilize guides and content tailored to customer situations to increase adoption rates and expand usage scope.
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Share success stories and best practices to help customers maximize value.
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Maintain trusted relationships with customers while accurately identifying technical questions and issues, and coordinating for rapid resolution. Facilitate smooth escalations by collaborating with internal expert teams as needed.
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Collaborate with internal teams to achieve scalable delivery.
Qualifications
Requirements
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5+ years of experience in customer-facing professional services or customer success.
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Experience in pre-sales customer proposals or technical demonstrations, with a desire to take on new challenges in post-sales, such as solving customer issues and demonstrating value.
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Ability to manage multiple customers simultaneously and provide services efficiently.
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Experience in thinking about and utilizing methods to integrate AI into business processes and decision-making (e.g., use of AI tools, workflow automation, AI analysis).
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Skills to address customer technical inquiries by leveraging foundational technical knowledge (e.g., cloud, IT service management, workflow automation).
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Technical support experience across sales, implementation, deployment, expansion, and operation phases for SaaS solutions from global cloud vendors.
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Proposing appropriate configurations and settings for SaaS products based on customer business requirements.
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Technical leadership in implementation projects, including support for data migration and integration.
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Performance optimization, upgrade management, and adoption promotion during the operational phase.
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Expansion proposals and support for new feature utilization based on analysis of customer usage.
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Knowledge and practical experience with SaaS-specific security, governance, identity management, and API integration.
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Understanding of business processes such as sales, service, marketing, and support, as well as the business applications that support them and automation technologies for operational efficiency.
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Skills in applying standardized best practices and providing scalable support across multiple customer environments.
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Analytical skills for problem-solving.
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Experience working collaboratively in a team.
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ServiceNow certifications are a plus.
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Proficiency in Japanese.
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Must be authorized to work in Japan.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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