Posted in: Other in Dallas | Posted: |
Job Description
Role
Your mission will be to ensure the success of our top customers. This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels. This position reports to: Senior Director, Creator Workflows Product Success.
In this role, you will:
Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
Uncover and mitigate any risk that threatens your customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services.
Develop strong relationships with all key decision makers and influencers across your customers, partners and internal ServiceNow stakeholders
Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
Build a strong base of referenceable customers and contacts within your assigned portfolio
Develop a deep understanding on customer use cases and success outcomes
Be the focal point of contact/coordination for customer programs and events with App Engine Product Success
Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
Act as the liaison between Product Management and our customers with a focus on product and roadmap feedback
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and App Engine BU.