CSM correct career Path

[teleminos]

Hello there. . . 

Team can someone help me by guiding me or telling me what is the learning path on the platform to become a Customer Success Manager? 

What courses should one take, is there any order and what are the ones that are certified or micro-certify . . .

Thanks in advance 

[GlideFather]

Hi @teleminos,

just to sync with you, the title mentions CSM which I always understood as Customer Service Management but your description says Customer Success Manager - can you please confirm?

In either one,

• Customer service
  • Documentation
• Customer Success
  • What is customer success? 

[teleminos]

Hi @GlideFather , 

Thanks for coming back. . So it may be not the same, ServiceNow offers a job position called Customer Success Manager, is a position in which Agents work with a portfolio of Cx that require interaction or assistance with the ServiceNow platform or SaaS, thats the job title and I´m looking to understand what is the study or certification path withing the servicenow university in order to be taken in consideration for future applications, in this case that would help me nowing more about the service and what does an agent need to now in terms of funtionality. 

regards 

[DGAJ]

Hi @teleminos ,

I dont there is any Customer Success Manager course or path on the Now University.  But per my understanding and talking to one CSM sometime ago, you typically need a blend of customer engagement experience,platform knowledge and strategic thinking.

1. Generally ,having a good understanding of the Platform and familiarity with ServiceNow products. 
2. Great customer experience in customer-facing roles- As you work with ServiceNow customers helping them utilise the platform to ensure long term value.  I know they use the ServiceNow Impact portal so maybe thier end might be a dashboard or something similar to help customers track success or offer advise on how they improve, driving adoption and optimise their platform to achieve their business outcome.
3. Having Strategic and communication skills

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Best regards,

[Bhuvan]

@teleminos 

Please see below for JD of Customer Success Manager role that can help to understand the qualifications for the role. This role is specific to Financial Services but overall expectations for the role would be similar.

https://careers.servicenow.com/jobs/744000083758165/customer-success-manager-financial-services/

I do not believe there is a specific course in Now Learning for this role. Expectations would be to play a key role in success of Customer Implementations and actively engage with Client Stakeholders to deliver Value. You would be expected to understand Client setup and help with them strategically and advise on the automation capabilities and maximize value of their ServiceNow investment and licenses procured. You would need critical and out of box thinking to solve real world problems and excellent communication skills.

Please note, this is a high level guidance for reference based on our discussions with ServiceNow Customer Success Manager and is not actual expectations for the role.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan