Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 accountsResponsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experienceEnsure customers are technically healthy and on the most recent version of our productEnsure that customers obtain the maximum value from their ServiceNow investment and use their licensesPrioritizing and driving resolution on escalated customer issuesPartner with account teams to help customers meet business objectives and achieve successBuild Customer Impact Plan that outlines success factors, metrics for success, potential issues, and recommendationsPromote ServiceNow customer success stories and processes

Qualifications

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, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industryRelated work experience; Customer Success, Project Management, Business Admin, and/or SaaSAbility to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomesAbility to drive effective and influential conversations with various stakeholders and leadership levelsAbility to facilitate discussions and navigate customers' objectionsAbility to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectivesProven ability to collaborate effectively with cross-functional teamsCommitted to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologiesProven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growthPassionate about customers and value realizationOutstanding communication and presentation skillsServiceNow experience and/or certifications is a plusThis role covers customers in APAC including KoreaFluency in Korean is essential as this role needs to manage Korean customers in KoreaNote: This is an office-flexible role. The expectation is to be in-office 2 days a week

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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.

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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