Principal Customer Success Manager - Federal

Job description

What you get to do in this role

The role of the Senior Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

You will oversee the engagement and outcomes for customers in your portfolio Assign out activities to other team members to achieve outcomes

• Ensure customers are technically healthy and on the most recent version of our product
• Guide development of new

Success Plays

• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Identify and own new projects
• Reduce number of escalated customers
• Guide best practice development and mentor/guide junior team members
• Help with recruiting

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 industry. 10+ years of related work experience; OR equivalent work experience Creativity with comfort running projects independently

• Improve complex issues through analysis and resolution Succeed in working collaboratively
• Mentor team members ServiceNow certifications FD21