Associate Customer Success Manager

**Company Description**
Tout a commencé sous le soleil de San Diego, en Californie, en 2004, lorsqu’un ingénieur visionnaire, Fred Luddy, a vu le potentiel de transformer notre façon de travailler. Aujourd’hui, ServiceNow se présente comme un leader mondial du marché, apportant une technologie innovante améliorée par l’IA à plus de 8 100 clients, dont 85% des entreprises du Fortune 500®. Notre plateforme intelligente basée sur le nuage connecte de manière transparente les personnes, les systèmes et les processus pour permettre aux organisations de trouver des méthodes de travail plus intelligentes, plus rapides et meilleures. Mais ce n’est que le début de notre voyage. Joignez-vous à nous dans la poursuite de notre objectif de rendre le monde meilleur pour tous.

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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** Role Overview**

The Associate Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customer’s Impact package). They drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.

The Associate CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan and report on adoption.

Ultimately, CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.

**Key Responsibilities**
- Oversee a large customer portfolio and ensure execution of structured deliverables; moving them along their Success Path by linking customer’s business objectives, capabilities and success metrics.
- Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers.
- Drive recommendations and next steps based on Customer goals across ServiceNow’s success offering.
- Effectively identify internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks.
- Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendations to improve adoption and business value.
- Conduct effective customer interactions including:
i) Kick off calls to review deliverables, timelines and expected outcomes (gaining insight into customer business challenges and needs and agreeing upon path to success), and
ii) Check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP).
- Support high level customer advocacy by promoting success stories and use cases.

**Qualifications** To be successful in this role you have**:

- 3+ Years of related work experience in customer-facing customer success, account management, strategic consulting, technical support, project management roles.
- ** FRENCH language proficiency is a must.**:

- Strong leadership, prioritization, and the ability to perform under pressure
- Ability to communicate, present and influence credibly and effectively at all levels of the organization.
- Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
- Proven ability to collaborate effectively with cross-functional teams.
- Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies.
- ServiceNow experience and/or certifications is a plus.
- ** This role requires you to be in the office two days a week.**

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**Additional Information** Work Personas**

Nous abordons notre monde du travail distribué avec flexibilité et confiance. Les profils de travail (flexible, à distance ou requis au bureau) sont des catégories attribuées aux employés de ServiceNow en fonction de la nature de leur travail et de leur lieu de travail