Company Description
Company Overview
It all began in 2004 in sunny San Diego, California. Fred Ladd, an innovative engineer, saw the potential to transform the way people work.
From then until today, ServiceNow has become a global market leader, providing innovative AI-enhanced technology to more than 8,100 customers, including roughly 85% of the companies on 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 mission to make the world a better place to work?
Job Description
Job Responsibilities
As an Impact Guided CSM, you will manage multiple customers and support them in achieving their business outcomes in an efficient and scalable way. You will drive adoption and use of ServiceNow products and provide standardized guides and best practices so customers get maximum value. You will also serve as the first point of contact for customers' technical questions, using your basic technical knowledge to respond appropriately and coordinate with internal teams.
Specific responsibilities:
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Manage multiple customers simultaneously and provide standardized solutions to common challenges
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Understand customers' business goals and plan and execute actions to achieve outcomes
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Monitor product usage and maintain upgrades to the latest version and technical health
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Use guides and content tailored to each customer's situation to expand adoption rates and scope of use
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Share success stories and best practices to support maximizing customer value
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Maintain trust with customers while appropriately identifying technical questions and issues and coordinating rapid resolution. Collaborate with specialized internal teams as needed and drive smooth escalations.
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Work with internal teams to deliver at scale
Qualifications
Requirements
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7+ years of experience in customer-facing professional services or customer success
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Candidates who have experience in customer proposals and technical demonstrations in presales and want to take on new challenges in post-sales, such as solving customer problems and communicating value
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Ability to manage multiple customers simultaneously and deliver services efficiently
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Experience conceiving and applying ways to integrate AI into business processes and decision-making (such as using AI tools, workflow automation, and AI analytics)
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Ability to respond to customers' technical questions using basic technical knowledge (cloud, IT service management, workflow automation, etc.)
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Technical support experience across the sales, implementation, deployment, expansion, and operation phases of SaaS solutions from global cloud vendors
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Understand customers' business requirements and propose appropriate SaaS product configuration and settings
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Technical lead on implementation projects, supporting data migration and integration
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Performance optimization, upgrade support, and adoption initiatives in the operational phase
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Expansion proposals and support for using new features based on analysis of customer usage
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Knowledge and hands-on experience with SaaS-specific security, governance, identity management, and API integration
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Understanding of business processes in sales, service, marketing, and support, the business applications that support them, and automation technologies for improving operational efficiency
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Ability to apply standardized best practices across multiple customer environments and provide scalable support
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Analytical skills for problem solving
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Experience working collaboratively in teams
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ServiceNow certification holders are welcome
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Fluency in Japanese
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Authorization 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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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