This role is part of the Global Impact Guided organisation reporting to the GEO Guided Leader. 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, optimise platform health, and realise value faster. The CSM orchestrates all deliverables Impact Guided customers are entitled to, drives consumption of Impact accelerators, and training courses. They also will develop executive relationships across their strategic accounts and will be a single point of contact internally and externally to evangelise the Impact Guided brand. The purpose of this role is to accelerate time to value, mitigate risks.
What you get to do in this role:
- Customer: oversee a small group of strategic accounts.
- Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience.
- Ensure customers are technically healthy and on the most recent version of our product.
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
- Proactively identify customer needs and offer tailored solutions and support to enhance the overall experience.
- Voice of the Customer: regularly connect with customers to listen and learn, so we may continue enhancing the overall Impact Guided customer experience.
- Escalation Management: manage communication, address concerns, support peers to help mitigate escalations and renewal risk.
- Innovation: identify, propose, and execute innovation projects.
- Project Lead: Will take responsibility for the delivery & reporting of all major programs, projects and initiatives that involve the GEO Guided team using ServiceNow SPM & CWM applications.
