Company Description
It all started in 2004 in sunny San Diego, California. Innovative engineer Fred Luddy saw the potential to transform the way people work.
From then until today, ServiceNow has been a leader in the global market, providing innovative AI-enhanced technology to over 8,100 customers, of which approximately 85% are Fortune 500 companies.
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 pursuing our mission to make the world a better place to work?
Job Description
Job Responsibilities
As a CSM in Impact Guided, you will manage multiple customers and support them in achieving business outcomes in an efficient and scalable manner. You will promote the adoption and utilization of ServiceNow products and provide standardized guidance and best practices to ensure customers derive maximum value. You will also serve as a first point of contact for technical inquiries from customers, leveraging basic technical knowledge to provide appropriate responses and internal coordination.
Specific duties include:
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Manage multiple customers simultaneously and provide standardized solutions to common challenges
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Understand customer business goals and plan and execute actions toward achieving results
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Monitor product usage and maintain technical health through upgrades to the latest versions
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Expand utilization rates and scope of use by leveraging guides and content tailored to customer situations
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Share success stories and best practices to support customers in maximizing value
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Maintain trust relationships with customers while appropriately identifying technical questions and issues, coordinating for swift resolution, and promoting smooth escalation by partnering with internal specialist teams as needed
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Collaborate with internal teams to deliver scalable solutions
Qualifications
Required Qualifications
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7+ years of experience in customer-facing professional services or customer success
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Experience in presales activities such as customer proposals and technical demonstrations, and a desire to take on new challenges in post-sales by leveraging this experience to solve customer problems and communicate value
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Ability to manage multiple customers simultaneously and deliver services efficiently
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Experience thinking about and utilizing how to integrate AI into business processes and decision-making (use of AI tools, workflow automation, AI analytics utilization, etc.)
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Skill to respond to customer technical inquiries by leveraging basic technical knowledge (cloud, IT service management, workflow automation, etc.)
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Technical support experience across the sales, implementation, deployment, expansion, and operations phases of SaaS solutions from global cloud vendors
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Understanding customer business requirements and proposing appropriate configuration and setup of SaaS products
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Technical leadership in implementation projects and support for data migration and integration
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Performance optimization, upgrade support, and utilization promotion initiatives during the operations phase
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Expansion proposals based on customer usage analysis and support for adoption of new features
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Knowledge and practical experience in 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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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 is a plus
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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, 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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