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    Customer Success Manager - Santa Clara, United States - ServiceNow

    ServiceNow
    ServiceNow Santa Clara, United States

    1 week ago

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    Description
    Company Description

    At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

    With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.

    Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

    Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

    ServiceNowは、テクノロジーによって世界をより良くし、私たち社員によってそれを可能にします。世界の進歩のスピードに負けじと私たちは迅速に行動し、お客様やコミュニティのために他の誰にもできない方法でイノベーションを起こします。ServiceNowの一員になることで、あなたは好奇心旺盛で創意工夫を重んじるチェンジメーカーが集まる野心的なチームに仲間入りすることができます。私たちは、あなたが最高の人生を送り、あなたのユニークな才能を共有することで、最高の仕事ができると確信しているので、それを可能にするためにできることは何でもします。私たちは共に大きな夢を描き、個人と集団の夢を実現するために互いに支え合っています。未来は私たちのものであり、それはあなたから始まるのです。

    7,400社以上の顧客を持ち、Fortune 500の約80%にサービスを提供しています。また、2021年のFORTUNE World's Most Admired Companiesに選ばれています。ServiceNow で働くこと、社員の声について知りたい方はLife at Now blog をぜひご覧ください

    Job Description

    What you get to do in this role:

    The role of the 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
    • Ensure customers are technically healthy and on the most recent version of our product
    • Leverage existing Success Plays to assist customers, but also assist 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
    • Oversee projects identified by leaders
    • Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem
    仕事内容

    カスタマーサクセス部門Impact Deliveryチームに所属し、顧客のプラットフォーム導入の加速と、成果向上に向けた態勢確立を支援します。シニアカスタマーサクセスマネジャーは、 Impact Squad (ServiceNow チーム)の一員として、顧客のシングルポイントオブコンタクトとなり、成功のための活動計画、アクションの設計を行います。

    シニアカスタマーサクセスマネジャーは以下の業務を担当します。
    • 複数顧客を担当し、顧客のシングルポイントオブコンタクトを担う
    • 顧客の成功の促進、および成功の阻害要因の解決を促進するために、ServiceNow 専門家であるサクセスアーキテクトとプラットフォームアーキテクトをマネジメントする
    • Impact Squad の活動計画を策定、年間の活動において定期的に更新する
    • ServiceNowプラットフォームのデータ、顧客との定期打合せを活用し、成果の達成状況をモニタリングする
    • その他、Impact Squad 、アカウントチームと積極的に連携する
    • ServiceNow ベストプラクティスを顧客に提唱し、ベストプラクティスの普及を支援する
    • 顧客が技術的に健全であり、当社製品の最新バージョンを使用していることを確認する
    • 顧客がServiceNowへの投資から最大限の価値を得るための支援、ライセンスを活用できる支援をする
    • 顧客がServiceNowプラットフォームに習熟するために、トレーニングチーム、顧客と共にトレーニング計画を策定し、顧客がスムーズに計画を実行するための支援をする
    • 顧客と協力し、新たなユースケース/サクセス事例を作成する
    Qualifications

    To be successful in this role you have:
    • Minimum 7 years of related work experience; OR equivalent work experience
    • Must be fluent in Japanese and English
    • Must be already authorized to work in Japan
    • Creativity with comfort running projects independently
    • Improve complex issues through analysis and resolution
    • Succeed in working collaboratively
    • ServiceNow certifications
    職務を成功させるための条件
    • 日本での就労が許可されていること
    • 英語と日本語に堪能であること
    • 最低7年の関連業務経験、または同等の業務経験
    • 大規模プログラムに関わった経験、PMO組織の一員として活動した経験
    • 事業会社やコンサルティング会社において、デジタルトランスフォーメーションに関わった経験があり、抽象度の高い課題から、改善につながるアクションの設計をした経験
    • 複数部門との協業において、自分と違うタイプの人を巻き込んで活動を推進した経験
    • 継続的に発展するプラットフォームに対する好奇心
    • ServiceNowの知識、ServiceNow製品群を使用した経験、ServiceNowの認定資格があれば尚良
    Additional Information

    ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

    At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

    If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

    For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

    Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

    From Fortune Fortune Media IP Limited All rights reserved. Used under license.

    Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

    その他の情報

    ServiceNowは、雇用機会均等事業主です。人種、肌の色、信条、宗教、性別、性的指向、国籍、先祖、年齢、障害、ジェンダーアーデンティティまたはジェンダー表現、未婚、退役軍人、その他法律で保護されているカテゴリーに関係なく、すべての有資格者は雇用のための検討を受けることができます。

    ServiceNowは、雇用機会均等雇用主です。人種、肌の色、信条、宗教、性別、性的指向、出身国または国籍、祖先、年齢、障害、ジェンダーアイデンティティまたはジェンダー表現、配偶者の有無、兵役経験の有無、その他法律で保護されているカテゴリーに関係なく、すべての有資格者は雇用のための選考を受けることができます。

    米国で採用されたすべての新入社員は、法律で定められた例外を除き、COVID-19の完全な予防接種を受けることが義務付けられています。採用された場合、入社日までにワクチン接種の証明書を

    提出するか、承認された宿泊施設を利用することが必要となります。詳しくは、候補者FAQのページをご覧ください。

    応募プロセスのいずれかの部分を完了するために合理的配慮が必要な場合、またはこのオンライン応募プロセスへのアクセスまたは使用に制限がある、またはできないため、別の方法で応募する必要がある場合は、 までご連絡ください。

    輸出管理規則(EAR)を含む輸出規制の対象となる技術データへのアクセスを必要とする職種については、ServiceNowは特定の個人に対して米国政府から輸出許可の承認を得る必要がある場合があります。すべての雇用は、サービスノーが米国政府によって必要とされる輸出ライセンスまたはその他の承認を取得することを条件とします。

    注意:不正な求人情報/求人詐欺が増えています。こちらをクリックして、注意すべき点と自衛策をご確認ください。本物のServiceNowの求人情報は、ServiceNow Careersのサイトでご覧いただけます。

    Work personas

    仕事のペルソナ ワークペルソナとは、業務内容に応じて従業員に割り当てられるカテゴリーです。社員は3つのカテゴリのいずれかに分類されます。リモート」、「フレキシブル」、「オフィスでの勤務が必要」の3つのカテゴリーに分類されます。 Required In Office

    オフィス勤務 オフィスでの勤務が必要な従業員とは、ServiceNowに関連するオフィスでの勤務を契約している、またはそのオフィスに所属している従業員として定義されます。このペルソナは、役割のビジネスニーズに基づいて、週のうち100%指定された職場で勤務する必要があります。 Flexible

    フレキシブル フレキシブルワークのペルソナは、ServiceNowの関連オフィスでの勤務を契約している、またはServiceNowの関連オフィスに所属する社員で、指定された職場からおおむね3日/週以下(通常、週の40~60%程度)働くと定義されます。フレキシブル社員は、残りの勤務時間を勤務地または自

    宅から選択することができます。フレキシブル社員は、雇用されている州、省、地域、または国の中で勤務することが求められます。 Remote

    リモート リモートワーク担当者は、ServiceNowの職場の外でのみ責任を果たし、ServiceNowに関連するオフィスと契約または連携していない社員と定義され、(雇用条件に従って)自宅を勤務地とする社員が含まれます。リモート従業員は、雇用されている州、省、地域、または国内で勤務する必要があります。
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