| Customer Success Manager |
The main point of contact, curating and coordinating content, best practices and recommendations based on your organizational goals and ServiceNow product mix.
- Serve as your advocate for business value and orchestration lead across all Impact features and benefits
- Manage delivery across Impact Foundations and Impact Accelerators along with development and execution of your Impact plan
- Conduct periodic customer business reviews with you to provide updates and refine the Impact plan
|
| Success Architect |
The accountable leader and primary point of contact, liaising with your leadership team as a trusted advisor for strategy, governance, value management and program execution, to enable you for achieving desired business
outcomes. Drawing on insights from scores of successful engagements, they specialize in advising customers on key transformation decisions throughout your ServiceNow journey, as follows:
- Serves as your trusted customer advisor and coordinates ServiceNow experts and resources to realize enduring success.
- Drives your ServiceNow transformation strategy and roadmap to achieve your desired business outcomes.
- Identifies the right implementation plan and partner strategy to accelerate your desired outcomes.
- Builds appropriate governance and operating models to ensure success and drive user adoption aligned to your objectives.
- Uses value management to measure your progress and strengthen your digital transformation comes.
|
| Platform Architect |
Extends beyond technical expertise with proven management consulting and professional services experience to guide you with technology strategy and governance, as well as provide actual solution design and architecture as
follows:
- Establishes an enterprise-wide technical architecture and implementation strategy to set the foundation for enduring success.
- Drives standardization and best practice platform management, enabling you to focus on value delivery.
- Institutes technical governance to optimize platform performance and minimize long-term technical risk.
- Enables rapid upgrades to new features and innovation that drive new value.
- Builds a platform team focused on delivering value and innovation.
|
| Support Account Manager |
Provides support services and platform performance management, such as enhanced support and driving activities like operational reviews, performance reports, case management, and more as follows:
- Bi-weekly operational reviews
- Monthly performance reports
- Quarterly periodic support reviews
- Case management and escalations
- Problem management and reporting
- Change management and reporting
- Upgrade and patch planning and oversight
|
| Customer Success Manager |
Orchestration lead who owns the Customer Impact Plan and drives customer interactions with the following core responsibilities:
- Conduct periodic customer business reviews with customers and effective customer interactions including kick-off calls and regular check-ins.
- Drive recommendations, address roadblocks, provide updates, refine Customer Impact Plan, and report on adoption.
- Oversee a diverse customer portfolio and ensure execution of structured deliverable aligned with the customer’s goals, business objectives, capabilities and success metrics.
- Manage critical risks, mitigation strategies, success plan through predefined process, ensuring a smooth transition for new customers.
- Identify internal teams such as Sales, Product, and Support teams to resolve issues, mitigate risks, and help drive ultimate customer success and adoption.
- Support high level customer advocacy by promoting success stories and use cases.
|
| Customer Success Executive |
A trusted customer adviser advising on ServiceNow offerings and owning the post-sale customer relationship to increase customer satisfaction and drive retention by:
- Demonstrating strong understanding of alignment between customer industry, specific business strategies, and ServiceNow offerings to enable better business outcomes for their customers.
- Leading high-complexity transformations, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities.
- Partnering with other impact team members leveraging their customer insights to inform the over-arching narrative aligned with the customer’s business objectives.
- Shaping and influencing customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands.
- Driving operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery teams.
- Contributing to internal innovation efforts with cross-functional teams to further develop ServiceNow’s offerings.
- Mentoring other members of the Customer Success family across Customer Excellence Group to deliver customer value and drive career progression.
|
| Platform Architect |
Extends beyond technical expertise with proven management consulting and professional services experience to guide you with platform strategy, technical governance and leading practices, as well as provide actual
solution design and architecture as follows:
- Serves as an active contributor to product and business strategy team to steer the roadmap for ServiceNow platform and design solutions to drive business outcomes.
- Establishes an enterprise-wide technical architecture and implementation strategy along with focus on standardization to set the foundation for enduring success in value delivery.
- Institutes technical governance to optimize platform performance and minimize long-term technical risk.
- Builds a platform team focused on delivering value, enabling rapid upgrades to new features, reducing technical debts and enabling scalable solutions to help customers optimize their platform strategy while maintaining
agility and long-term sustainability.
- Engages with senior stakeholders to ensure alignment between business objectives and technology solutions while playing a pivotal role in scaling ServiceNow expertise across internal and external teams.
- Ensures customers leverage the leading practices around instance strategy, technical governance, core data, integrations, and the overall technical health of the platform.
- Interfaces with the customers across Executive, Platform Owner, Enterprise Architects, and Development teams by structuring and implementing solutions.
- Collaborates with Go-To-Market, Delivery, and other teams to bridge the gap between sales, solution, and execution.
|
| Support Account Manager |
Provides support services and platform performance management, such as enhanced support and driving activities like operational reviews, performance reports, case management, and more as follows:
- Bi-weekly operational reviews
- Monthly performance reports
- Quarterly periodic support reviews
- Case management and escalations
- Problem management and reporting
- Change management and reporting
- Upgrades, patch planning, and oversight
|
| Customer Success Manager |
Acts as the primary point of contact for curating and coordinating content, best practices, and recommendations aligned with your organizational goals and ServiceNow product mix. Key responsibilities:
- Serves as your advocate for business value and orchestration lead across all Impact features and benefits.
- Manages delivery of Impact Foundations, Impact Accelerators, and the development and execution of your Impact Plan.
- Oversees a diverse customer portfolio, ensuring deliverables align with goals, business objectives, capabilities, and success metrics.
- Drives recommendations, addresses roadblocks, provides updates, refines the Customer Impact Plan, and reports on adoption.
- Conducts periodic business reviews, kick-off calls, and regular check-ins with customers.
- Coordinates with internal teams (Sales, Product, Support) to resolve issues, mitigate risks, and drive customer success.
- Manages critical risks and mitigation strategies through a predefined process, ensuring smooth onboarding for new customers.
- Promotes customer advocacy by highlighting success stories and use cases.
|
| Customer Success Executive |
An accomplished digital transformation leader who advises on strategy, governance, value management, and program execution to help you achieve desired business outcomes. Drawing on insights from numerous successful
engagements, this role specializes in guiding customers through key transformation decisions across the ServiceNow journey. Key responsibilities:
- Drives your ServiceNow transformation strategy and roadmap to achieve business objectives.
- Identifies the right implementation plan and partner strategy to accelerate outcomes.
- Builds governance and operating models that ensure success and drive user adoption.
- Applies value management to measure progress and strengthen transformation results.
- Serves as a trusted advisor, coordinating ServiceNow experts and resources for enduring success.
- Shapes organizational strategy by identifying trends, refining best practices, and aligning delivery approaches with market demands.
- Drives operational consistency and excellence by standardizing delivery methods and ensuring quality with Delivery teams.
- Contributes to innovation with cross-functional teams to enhance ServiceNow’s offerings.
|
| Platform Architect |
Extends beyond technical expertise with proven management consulting and professional services experience to guide you with technology strategy and governance, as well as provide actual solution design and architecture
as follows:
- Establishes an enterprise-wide technical architecture and implementation strategy to set the foundation for enduring success.
- Drives standardization and best practice platform management, enabling you to focus on value delivery.
- Institutes technical governance to optimize platform performance and minimize long-term technical risk.
- Enables rapid upgrades to new features and innovation that drive new value.
- Builds a platform team focused on delivering value and innovation.
|
| Support Account Manager |
Provides support services and platform performance management, such as enhanced support and driving activities like operational reviews, performance reports, case management, and more as follows:
- Bi-weekly operational reviews
- Monthly performance reports
- Quarterly periodic support reviews
- Case management and escalations
- Problem management and reporting
- Change management and reporting
- Upgrades, patch planning, and oversight
|